Service charter

Our team of dedicated professionals are well-trained and ready to respond to your inquiries. We will:

● identify ourselves

● provide clear, accurate and timely information

● be respectful of your needs

● acknowledge all correspondence

● let you know your rights, obligations and entitlements

● let you know if we can't meet the agreed timeframes

● collect, store, use and disclose your personal information following relevant United Kingdom law

● If your enquiry is outside our remit, we can refer you to another organisation.

What you can expect from us

We are dedicated to delivering a high-quality service tailored to your needs, ensuring meaningful results within defined timelines.

We aim to:

● Furnish precise, consistent, and lucid information.

● Safeguard your information with strict adherence to our Privacy Policy.

● Solicit and promptly address your feedback regarding our services.

● Prioritize timely responses to phone calls and emails within office hours.

● Ensure voicemail messages are addressed within one business day.

● Record your contact details and acknowledge your enquiry or complaint within 2 business days.

● Provide a response within 7 business days for general enquiries or complaints.

● Direct you to the appropriate contact if we are unable to resolve your query.

● Address more complex enquiries, letters, and online feedback within 20 business days.

● Maintain accessibility of our website and online systems at 99.8% uptime, excluding scheduled maintenance.

Our service standards

How can you help us?

To facilitate optimal service:

● Familiarize yourself with the information provided before reaching out to us.

● Seek professional advice beforehand, as we are unable to offer legal, technical, or financial guidance.

● Furnish us with timely and precise information.

● Interact with our staff members courteously and respectfully.

● Notify us promptly of any changes to your contact details.

● Offer feedback and comments regarding the quality of our services.

Tell us how we're doing

Your feedback is instrumental in refining and enhancing our service. To offer feedback, please reach out to contact us.

We take complaints seriously and ensure they are promptly and equitably resolved. If our service falls short of your expectations, please inform us as soon as possible through our complaint process.