Our customer charter explains our commitment to you.

Service Standards
• We will ensure that every member of staff is responsible and accountable   for the quality of their work.
• We will provide information that is clear, complete and accurate, either by   phone, online or by email.
• We will use plain English wherever possible and explain any technical   terms.
• We will have a clear complaints procedure and will document, analyse,   investigate and respond to all complaints.
• We will expect our staff to behave in a polite and professional way and   respect your rights. In return we will expect our staff to be treated properly.   We will not tolerate verbal or physical abuse against them.
• We will aim to continually improve our services and performance and   welcome feedback that helps us do so.

Dealing with enquiries
• We will aim to deal with all telephone enquiries immediately during office   hours 0900 to 1800, Monday to Friday. Where necessary we will take your   details and call you back.
• We aim to deal with all written requests as efficiently and accurately as   possible. We will provide written   responses within 5 working days.

Your information
• We will treat all personal information in accordance with the requirements   of Data Protection Act and the Privacy Policy in our terms and conditions.

Our values
• Innovation
• Quality
• Reliability
• Integrity