Customer Care Policy

This document sets out the standard of care and how it is maintained. It lets customers know that we do care about our work and what our customers think of it, what they can expect from us, and what to do if they are not satisfied or have a complaint.

Defining the standards

Our standards are defined by our customers so that we deliver the best result for them. We will:

  • Regularly ask customers for their opinions on our service
  • Use these opinions to shape the service we provide
  • Be honest with customers about the services we can and can’t provide

Staff commitment

Our staff is essential in delivering our services and ensuring our customers are satisfied. We will:

  • Ensure our staff are sufficiently trained and competent to deliver our services
  • Ensure our staff treat all customers with respect, courtesy and understanding

How we communicate

Efficient correspondence with customers is essential in keeping them satisfied. We will:

  • Listen carefully to the customer
  • Be polite, honest and accurate with the information we provide
  • Respond to all enquiries promptly and with courtesy
  • Ensure the customer understands all information provided
  • Conduct correspondence professionally and confidentially
  • Inform customers of any changes or delays in good time
  • Provide alternative sources for services where we cannot help
  • Keep customers informed of any subsequent stages in the process

How we deliver the standard

  • Ensure written guidelines and services that are uncomplicated and clearly worded and provide a measurable specification to evaluate.
  • Record and document all activities with each client engagement so that service can be clearly identified and explained.

Measuring the standards

We want to ensure that our customer care is optimal and this will be measured by our customers. We will:

  • Seek regular feedback on customer satisfaction
  • Investigate all service matters thoroughly and in a timely fashion
  • Use feedback and results to influence changes in customer care