Customer Service

Our key objective is to provide outstanding levels of service at all times. We expect every Client to receive the highest quality of service and to be treated in a courteous and friendly manner at all times. Our focused, qualitative approach and culture of continuous improvement result in a high level of Client satisfaction for the vast majority of the time.

Inevitably – as in any organisation – levels do occasionally fall below our high standards and we have a structured process to ensure efficient escalation, resolution and non-recurrence. We have a stringent complaints handling procedure incorporating response timescales.

We also appreciate Clients telling us when they’re happy with our service or we’ve exceeded their expectations. This allows us to recognise individuals’ and teams’ performance and reward them accordingly.

Our Client Service Pledge

We aim to:

  • Meet and exceed Clients’ expectations
  • Continually improve service quality with well-trained and supportive staff who genuinely feel the need to take care of our Clients
  • Appreciate and understand that each Client is unique
  • Put our Clients’ needs first
  • Treat Clients, colleagues and other stakeholders with courtesy and respect at all times
  • Provide qualified and supportive staff available to deal with you directly
  • Answer all telephone calls in three rings
  • Listen and respond in an appropriate manner
  • Deal with any issues or queries efficiently, fairly and with integrity
  • Provide internal and external customers with relevant written information when requested
  • Have a transparent and effective Complaints Management System managed in accordance with BS ISO 10002 Guidelines for Complaints Handling in Organisations
  • Be reliable and flexible where possible to meet Clients’ needs
  • Be available 24 hours a day, 7 days a week, 365 days a year to deal with Clients’ needs
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    As per the message from Monday, please see the third video in the series of five being released, one per day this week.....
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