Customer Charter

Right Treatment. You can trust us to:

• Do what we say we will.
• Be helpful, polite and treat you fairly and with respect.
• Try to understand your circumstances.
• Follow procedures correctly.
• Tell you what to do next if you're not satisfied with how you've been treated.
• Protect your personal information.

Keeping you informed. We will:

• Deal with your request the first time you contact us, or as soon as we can.
• Tell you what will happen next, and by when.
• Keep you updated of progress.

Get it right. We will:

• Deliver what we promise, consistently.
• Put things right if we get them wrong, and apologise.
• Explain things clearly.
• Improve by listening to our customers.

Easy Access. We will:

• Make more of our services available online for you to use at times that suit you.
• Help you get online.
• Explain clearly how to contact us in other ways.

In return we expect our customers to:

• Respect our employees.
• Help us save money by using our online services, where possible.
• Recycle, where you can.
• Tell us what you think of our services in a constructive way.