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.