Our customer promise

Our customer promise sets out our commitment to providing you with the best possible customer service. Our staff will treat you with respect, and we ask that you treat them with respect in return and follow the guidance around what we expect from you.

• we will listen to you
• we will try our best to resolve your enquiry quickly and if we can’t, we’ll pass it to the right place and tell you what is happening
• we will do what we say we are going to do
• we will be polite, helpful, and respectful
• we will explain things clearly in a way that is easy to understand
• we will take the needs of individual customers into account, and adapt our approach to meet your needs

To help us to help you and provide you with the best possible service and keep our customer promise, we expect you to treat our staff and other customers with respect, even if we can’t always provide you with the response you would like.

That means we won’t accept the following behaviour:

• being aggressive, including being verbally aggressive and shouting
• using rude, discriminatory, or abusive language when communicating with our staff
• any form of harassment of our staff, whether that’s in person or via other channels like email and social media, including contacting them repeatedly
• filming or recording of staff without their consent