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Standards of service you can expect from us
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.
Writing to Us
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.
e-Mailing Us
We’ll acknowledge receipt of your e-mail 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.
Calling Us
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
