Customer Care Standards
Written correspondence:
When you write, fax or email us we will:
- acknowledge receipt of your letter or fax within 3 working days and reply within 10 working days of receiving them. If we cannot reply within that time we will write and let you know when we hope to reply in full;
- acknowledge all e-mails within 24 hours and reply within 10 working days of receiving them. If we cannot reply within that time we will write and let you know when we hope to reply in full; *
- avoid using jargon in all our letters, e-mails and faxes;
- arrange for letters to be translated, interpreted over the phone or made available in large print as soon as is practical if you request it
- provide an automated e-mail reply message if we are away from the office for more than one day, providing you with an alternative contact, details of when we will be able to return your message and
- regularly review our performance.
* Standard currently under review
