01484 509 777

Service Standards

We pride ourselves in delivering a first-class customer service. You can expect that we will:
  • Let you know what level of services or information we can provide, who to contact and how to get in touch
  • Be welcoming, courteous, fair and respectful
  • Aim to be helpful and responsive, to keep you informed, and to communicate with you clearly at all times
  • Aim to provide good quality information in plain English, that is suited to your individual needs
  • Return your telephone calls within 24 hours on weekdays
  • Respond to your emails within 24 hours on weekdays
  • Acknowledge all written correspondence within 2 working days of receipt
  • Ensure your enquiry will be handled by another member of the client care team, should your regular contact be unavailable