Our service promise
We are committed to putting our customers at the heart of what we do.
We will ensure we are clear and fair, and we will work together with you to improve the way we do things so that you have a good experience when you deal with us.
When you contact us we will:
- respond in a timely way
- explain how we can help or point you in the right direction for further assistance or support
- tell you what will happen next, and where possible when it will be resolved by
- keep you updated of progress
It is important that we:
- treat you fairly and with respect
- make it as easy as possible for you to use our services
- make more services available digitally so you can do things at a time that suits you
- support those that need help to access our services
- say sorry and put it right if we make a mistake
In return, we ask that you will:
- work with us to address your concerns
- use our digital services or communicate with us electronically where possible
- treat our staff with respect
- trust us to do what we say we will do
- be on time for any appointments and let us know if you need to rearrange
- provide feedback so together we can improve our services