As part of our commitment to improving our services we have set out our aims and objectives. Our Customer Service Charter sets out our service promises to you. Providing excellent services to our clients is key to achieving our mission. We will monitor these standards regularly, report our performance against them to you annually and review them each year.

Please provide us with feedback on how you think we are performing in our service to you. If you feel that we can improve our service and range of products then please contact us with further details. 

We will:

	be polite and treat you with respect
	aim to solve your query on first contact with us
	deal with complaints in a positive way, and have and comply with a fair and simple complaints policy
	use all comments and complaints to help identify areas where we need to improve our service and the steps we need to take to realise those improvements
	answer the phone within 20 seconds during office hours
	respond to all phone messages by the next working day
	reply to all of your letters, emails and faxes as soon as possible, within 2 working days
	arrange to meet with you at a convenient time and location for you
	make sure that the services we provide are fair and free from discrimination
	provide you with easy to understand information about a range of services and products
	provide communication support for customers with language or/and sight difficulties