Customer Charter
General standards
We promise to always be friendly and dedicated to you. We'll take the time to understand your concerns and treat you with the kindness and respect you deserve. We'll be honest, clear, and realistic about how we can help, and if we can't provide the support you need, we'll point you in the right direction to someone who can.
We will be there for you
- You will be greeted in a friendly, polite, and welcoming way.
- We will treat you with understanding, fairness, professionalism, and kindness.
- We will provide clear, honest information about our services, policies, and decisions and we will guide you to appropriate organisations that can help if needed.
- We will communicate using terms that are clear and easy to understand.
In-person visits
For pre-booked appointments, we will provide a welcoming and efficient service, including private rooms for sensitive discussions.
We will work together
We value your concerns and will take the time to listen, understand your perspective, and provide the best support we can.
If we make a mistake, please let us know. We’ll apologise, take responsibility, and learn from it.
Your feedback is invaluable for improving our services and we will publish results of customer satisfaction on our website.
If something goes wrong
Contact us immediately if you have a problem. We are always ready to listen and work on fixing the problem.
We’ll acknowledge complaints and aim to resolve them within 10 working days and will guide you through the process.
Communicating with us
How you can help us
- Please speak respectfully to our staff. Abuse, threats, or violence will not be tolerated.
- Provide accurate, honest information to help us serve you effectively and quickly.
- Whenever possible, using our online support options can help us assist you more quickly.
We will keep you informed
When you contact us, we will let you know when you can expect a response. If we can’t resolve your issue straight away, we’ll keep you updated on our progress.
Sign up for newsletters on our website and following us on social media for updates and information.
How you contact us
You can contact us by telephone weekdays from 9am to 5pm, except for Wednesdays when we open at 10am due to staff training.
We aim to answer your calls quickly and manage busy times to minimise waiting. If a transfer to someone else is needed, we will tell you the reason and who will assist you.
We will acknowledge your emails within 1 working day and aim to respond to letters within 10 working days.
Questions on our social media channels will be responded to during our opening hours, which you can find on our website. If a full response requires more time, we will tell you when you can expect it.
Information can be provided in large print and Braille upon request
Our website is available 24/7 providing all necessary information for self-service.