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Customer service standards

We will provide excellent, easy to use services

We will provide excellent easy to use services by:

  • making sure service information includes contact details, opening times and any charges
  • being honest and open about decisions
  • listening to you and using your feedback to improve services

We will be polite, helpful and treat you with respect

We will be polite, helpful and treat you with respect by:

  • listening to you and giving you enough time to explain your needs
  • treating you fairly and with respect
  • making sure your information remains confidential

We will give you clear and accurate information

  • We will give you clear and accurate information by:
  • using clear language in all our communication
  • making sure what we tell you is up to date and complete
  • making sure our web pages can be translated into your language and can be speech enabled
  • arranging to provide information in your language

We will act promptly

We will act promptly, and let you know who is dealing with your enquiry, however you contact us by:

  • dealing with requests for information and services quickly
  • answering your enquiry first time - if we can’t we will tell you how long it will take to reply
  • keeping you up to date on progress, when your enquiry takes time to answer

When you telephone us

When you telephone us we will:

  • tell you who you are speaking to
  • tell you who we are transferring you to when we need to transfer your call
  • tell you when we will call you, if we need to ring you back

When you visit us

When you visit us we will:

  • wear name badges
  • make sure our buildings are clean, tidy and safe
  • let you know if there is a queue and how long you are likely to wait

When we visit you

When we visit you we will:

  • usually arrange this with you before hand
  • arrive on time or let you know if we are delayed
  • show you identification with our name and photo on

If you are not expecting us, please call the telephone number on the ID card.


If you feel we have exceeded or fallen below our standards please let us know.

Your feedback helps us to improve our service.

When things go wrong

We know that sometimes things can go wrong:

  • if you're unhappy with a service contact the service manager - they will try to resolve the matter
  • if you're still unhappy, you can make a corporate complaint

We will investigate and respond in writing within 10 working days.

Response times

When you contact us:

Contact Reponse time
Web We will acknowledge within 1 working day
Telephone contact centre

Monday to Friday 7.30am to 8.00pm - we will answer within 20 seconds


Customer Service Centres

We will see you within 10 minutes

By post We will reply within 10 working days

Visiting our customer service centres

Our staff and customers have a right to feel safe.

Anyone acting aggressively or using abusive language will be asked to leave.

Getting information in other formats

We want to make it easier for you to get hold of the information you need.

We can provide our documents in alternative formats including:

  • braille
  • audiotape
  • large print
  • alternative languages

For further information call 0345 2000 101.

Complaints service reports

Related documents

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