Customer service standards

We are committed to delivering a high stand of customer service to all our customers.  

We will:

• be polite, helpful, open and honest
• treat everyone fairly and with respect
• aim to answer your query at the first point of contact whenever possible
• provide information that is clear and easy to understand
• provide a translation service if needed
• make the best use of technology to enable you to serve yourself, including out of normal office hours
• regularly ask our customers for feedback about our customer service
• publish and use feedback to improve our services 

We would like you to:

• treat our staff with courtesy and respect
• keep appointments that are made for you or give us at least 24 hours' notice if you need to rearrange it
• provide us with the information we need to promptly deal with your enquiry
• give us feedback and views to help us improve

Further information is available in our Service Strategy for Customers download.