When you contact us we will:
- Respect all customers and will always be polite, helpful and professional
- Ensure all customers are treated fairly and will try to provide, wherever possible, different ways to deliver our services to meet the needs of individual customers such as different languages, Braille, audio tape, large print, or home visits
- Ensure that the information you provide is treated confidentially and share that information with other services so you don’t have to give us the information again
- Ensure your enquiries are dealt with promptly and efficiently and, wherever possible, ensure that your enquiry is dealt with by the first person you contact
These are the timescales in which we aim to deal with your enquiries:
When you contact us: |
We will: |
Within (timescale) |
|---|---|---|
By telephone |
An adviser will answer |
Within 30 seconds (currently under |
By visiting the offices |
Acknowledge you and the |
Within 3 minutes |
An appropriate person |
Within 20 minutes |
|
Where you request to speak to an officer within a specific service and no one is available, we will arrange an appointment |
Within 10 working days |
|
In writing by |
Reply* to you (in |
Within 10 working days |
Complain about |
Reply* to you |
Within 15 working days |
* ‘Reply’ usually means a substantive reply but in complex cases this may be a holding reply