CUSTOMER CARE

This document sets out the standard of customer care and how it is maintained. It lets customers know:

• that we do care about our work and what our customers think of it
• what they can expect from us
• what to do if they are not satisfied or have a complaint

Defining the standards
Our standards are defined by our customers so that we deliver the best care for them.

We will:

• Regularly ask customers for their opinions on our service
• Use these opinions to shape the service we provide
• Be honest with customers about the services we can and can’t provide

Staff commitment
Our staff are essential in delivering our services and ensuring our customers are satisfied.

We will:

• Ensure our staff are sufficiently trained and competent to deliver our services
• Ensure our staff treat all customers with respect, courtesy and understanding

How we communicate

Efficient correspondence with customers is essential in keeping them satisfied.

We will:

• Listen carefully to the customer
• Be polite, honest and accurate with the information we provide
• Respond to all enquiries promptly and with courtesy
• Ensure the customer understands all information provided
• Conduct correspondence professionally and confidentially
• Inform customers of any changes or delays in good time
• Provide alternative sources for services where we cannot help
• Keep customers informed of any subsequent stages in the process