Customer charter

We are proud of the services we deliver and promise to:

  • Be polite and introduce ourselves when we greet you
  • Be clear about what we can do and honest about what we can’t
  • Provide clear and up to date information and advice in a way that suits you; in the format or language you require
  • Reply to letters, emails and phone messages quickly and efficiently
  • Answer phone calls promptly and make sure you get the assistance you require
  • Give you emergency contact details for when our offices and services are closed
  • Ensure that when you visit our offices or services, you receive a friendly welcome, are seen promptly and are offered a confidential space to meet
  • Be flexible and arrange appointments that suit you
  • Be on time for appointments and let you know if we are delayed
  • Carry identification and show it when visiting for the first time or whenever asked to do so
  • Record any information about you accurately and make sure that our records are secure and up to date
  • Welcome your feedback including complaints, apologise when we have got things wrong and learn from our mistakes

This promise can also be made available in Braille, large print or audio on request – or alternatively we can arrange for someone to explain it to you. Help is also available for people who require the information in other languages.

If you want to give feedback about our services email us at or call us on 0117 909 6630