Our Customer Charter
The minimum standards that you can expect from us
- We will always carefully consider all enquiries from our customers with total confidentiality and do our best to deal with them in a reasonable way and within a reasonable time
- Our staff will always identify themselves first
- We will carefully consider customer’s requests and give priority to the most urgent
- Our staff will offer advice clearly and simply
- If we have agreed dates of visits, we will do all we can to make sure we meet them
- If you write to us, we will acknowledge your correspondence
- If we need to take action to sort out an issue, we will do our best to take this action within 14 days of receiving information about the issue
- We will do our best to return all phone calls within 24 hours, where possible
- We will do our best to deal with all complaints we receive from our customers as quickly as possible and in line with our procedure for handling complaints
- We will consider all compensation requests fairly and sympathetically
- We will monitor our complaints and quality management systems and review them regularly
- If we have fallen below the standards set out in this charter, we will apologise