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Customer care standards and policy

We believe that everyone has the right to be treated fairly, politely and with respect. We also want you to be happy with the service you receive from us. So whenever and however you contact us you are entitled to the following high standards of customer care.

Individual attention

You can expect:

  • polite, helpful and honest staff in all our dealings with you;
  • accurate answers in plain language;
  • to be treated fairly;
  • clear and accessible information in a variety of formats and languages on request;
  • issues you raise to be dealt with confidentially;
  • our comments, complaints and compliments procedure to be easily available so you can tell us what you think of our services.

Prompt service

We aim to give an immediate response to your query whenever we can.

Telephone contact

We aim to:

  • answer telephone calls within 7 rings during office hours.
  • keep voicemail and answer phone use to a minimum during office hours, but any answer phone message will state when you should expect to be called back.

The Customer Service Centre, 01926 410410, will also take calls outside office hours:

  • Monday - Friday: 8am to 8pm.
  • Saturday: 9am to 4pm.

Visits

We aim to see you within 10 minutes of your arrival.

Written contact

We aim to:

  • respond to letters within 5 working days;
  • tell you how your enquiry will be handled and how long it will take if the full answer is not possible within five working days;
  • acknowledge emails within 1 working day.