Our customer care charter

We have the following standards in place for responding to you:

  • we will respond to your letters within 15 working days. If a full response cannot be given within that time you will be given a target date
  • we will answer phone calls as quickly as possible and any phone message will be responded to promptly, wherever possible within one working day
  • we will reply to your emails within one working day, either to answer your query or to inform you when a full response will be given. We aim to respond in full within 15 working days but if we are unable to do so we will give you a target date for a full response
  • We will respond to your complaints within the following timescales
    • Stage 1 – 5 working days
    • Stage 2 – 20 working days
    If we cannot respond to you within the timescales then we will notify you to let you know when to expect a response

We aim to deliver a consistent and high standard of customer care and will:

  • treat you politely and with respect
  • be friendly and approachable
  • listen to what you have to say
  • respect your right to confidentiality
  • be open and accountable
  • give you the information you need about our services
  • give you choice in how you access services
  • value and respect the diversity of our customers and try to meet the needs of customers with specific requirements
  • work in partnership with other organisations and communities to improve our services
  • learn from your compliments, comments and complaints

In return we ask you to:

  • treat us politely and with respect
  • be patient, we will do all we can to keep waiting times to a minimum
  • not use aggressive behaviour or inappropriate language
  • provide us with the information we need to help you
  • be on time for an appointment and let us know if you need to cancel
  • let us know if you need an interpreter or information in other formats

Give us feedback about our services