Customer Care Policy

We aim to meet your needs with efficiency, effectiveness, fairness and courtesy:

• providing a friendly service, showing respect and sensitivity
• treating you fairly - demonstrating our commitment to equality and diversity
• recognising and responding to your particular needs
• dealing with your requests and enquiries accurately, promptly and efficiently
• respecting your confidentiality
• making effective referrals to other teams or departments
• offering an explanation if we can’t answer your request /enquiry
• making effective use of IT and web services
• establishing service standards and monitoring our performance
• continuing to develop our teams’ expertise and skills
• welcoming your feedback

We want a pleasant and safe environment at all our service points:

• please note that we may not be able to help you if your behaviour is inappropriate, abusive or threatening

Customer Care Policy 2010