Phone, email and letter customer service standards

When you phone us we will:

• Answer your call as quickly as we can
• Give you our name and department so you know who you are talking to
• Resolve as much as we can for you at your first point of contact
• Make sure you only have to tell us your details and the reason for your call once if we have to transfer you to somebody else
• Call you back if you leave us a message

When you email one of the addresses advertised on our website or write to us we will:

• Acknowledge your email and provide an update or response within 5 working days where possible
• Provide a response to your letter within 10 working days of receipt where possible
• Let you know if we need longer, why and who to contact if you need more information

Help us improve our services

We would also really like you to:

• Tell us when you are pleased with our service
• Tell us when we don't meet any of our customer service standards
• Offer your ideas and suggestions for how we can improve

Contact us if you are interested in helping us improve our services.

You may also be interested in...

Online customer service standards

Face-to face customer service standards

Compliments and complaints