We want you to receive the same quality of service no matter how you choose to get in touch with us.
To achieve this, we have a set of minimum standards.
We want you to be ‘satisfied’ with our quality of service (or better). Every year, we’ll measure our performance against these standards by looking at any complaints we receive and carrying out occasional ‘mystery shopper’ exercises.
We’ll respond fully within 10 working days or, at the very least, give you an idea of how long it will take to deal with your query within this time.
We’ll acknowledge receipt of your email within 1 working day, respond fully within 10 working days or, at the very least, give you an idea of how long it will take to deal with your query within this time.
We’ll answer your call within 6 rings either personally or through a voicemail or answerphone service. We’ll keep our outgoing messages up-to-date, tell you when you can expect us to return your call and do so within this time.
Please see our Telephone Service Standards for further information about the standards we have set ourselved for dealing with your telephone call.
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This page last updated: 07/04/2005