Customer charter graphic

Customer Charter

Customer Charter

Our vision for customer service is to deliver an excellent customer experience for everyone who contacts us.

Right Treatment

You can trust us to:

  • Do what we say we will do
  • Be helpful, polite, and treat you fairly and with respect
  • Try to understand your circumstances
  • Follow processes correctly
  • Tell you what to do next if you’re not satisfied with how you’ve been treated
  • Protect your personal information

Keeping you informed

We will:

  • Deal with your request the first time you contact us, or as soon as we can
  • Tell you what will happen next, and by when
  • Keep you updated of progress
  • Work with partners and other service providers to make sure we provide a consistent and efficient service to you

Getting it right

We will:

  • Provide you with the correct advice, guidance and information
  • Explain things clearly if the outcome is not what you’d hoped for
  • Say sorry and put it right if we make a mistake
  • Use your feedback to improve how we do things

Easy access

We will:

  • Make more of our services available online, to use at a time that suits you
  • Publish information about our services online at
  • Explain clearly how to contact us in other ways
  • Make sure our information is jargon free and easy to understand

In return, we need you to:

  • Give us the correct information at the right time
  • Tell us when something changes
  • Be on time for any appointments
  • Treat our staff with respect