Customer Care Policy

We aim to meet your needs with efficiency, effectiveness, fairness and courtesy:

  • providing a friendly service, showing respect and sensitivity
  • treating you fairly - demonstrating our commitment to equality and diversity
  • recognising and responding to your particular needs
  • dealing with your requests and enquiries accurately, promptly and efficiently
  • respecting your confidentiality
  • making effective referrals to other teams or departments
  • offering an explanation if we can’t answer your request /enquiry
  • making effective use of IT and web services
  • establishing service standards and monitoring our performance
  • continuing to develop our teams’ expertise and skills
  • welcoming your feedback

We want a pleasant and safe environment at all our service points:

  • please note that we may not be able to help you if your behaviour is inappropriate, abusive or threatening


Customer Care Policy 2010