Putting the Customer First - Customer Care Charter

Our Customer Care Charter sets out standards we hope to achieve when you contact us:

If you contact us by telephone we will:

• answer the phone within five rings whenever possible
• give you our name when we answer your call to let you know who you are speaking to
• deal with your enquiry or complaint on the spot if we can
• tell you what we can do and when, or tell you why we can't help (if we can't help you immediately, we will try to tell you who can)
• try to return your call within one working day, if you call and the person you need to speak to is not in the office you can leave a message on their voicemail.

If you contact us by e-mail or letter we will:

• answer your enquiry within 10 working days of receiving them, or keep you updated if an answer will take longer
• make our letters clear and easy to understand
• arrange for letters to be translated, interpreted over the phone, or made available in large print or Braille if you ask us.

If you contact us in person we will:

• have user-friendly public offices, with clean and tidy reception areas
• provide up-to-date leaflets giving you information that is clear and easy to understand
• have clear signs and display our opening hours in all offices
• clearly display how you can make a complaint
• clearly display the interpretation and translation leaflets
• have induction loops in all our public offices
• provide a private interview room if you need one.

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