Below are the promises that we make to our customers;

Your letters

• We will acknowledge all letters. 
• We will reply to your letter within 7 working days of receipt. 
• If a full reply is not possible within this timescale, you will be advised of this. 
• If we are unable to give you what you want, we will do all we can to suggest suitable alternatives. 
• We will write in a friendly style and in straightforward language. 
• The writer’s name will be clearly shown on the reply. 

Personal contact

• We will be polite and helpful at all times. 
• Our advice to you will be clear and informative. 
• We will always be presentable, courteous and friendly. 
• Our staff will display name badges so that you know at all times whom you are seeing. 
• We will ensure that you do not have to wait longer than 10 minutes to see a member of staff in our office. 
• Our interviewers will be prepared where at all possible. 
• You can arrange to see a more senior member of staff if you are unhappy with the service you have received. 

Telephone calls

• When you telephone, the person who takes your call will introduce himself or herself at the start of the conversation. 
• This person will normally deal with your enquiry. However, he or she may transfer your call to the right person or arrange to call you back. 
• Where the information to answer your enquiry is not immediately at hand, you will be contacted either by a return call or by letter. 

At your home

• Those staff who visit customers are always happy to give their names and to show their identity card.
• Appointments made to visit you at home will be kept at all costs.
• We are always happy to arrange a home visit if you require one.