Customer promise

We are committed to delivering excellent service

Treating you in the right way

We will:

• put your needs at the heart of what we do
• listen, be helpful, polite, and treat you fairly and with respect
• be open, upfront and explain our decisions

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

Getting it right

We will:

• do what we say, on time and to the right standard
• provide clear information and advice
• say sorry if we get it wrong and do our best to put it right
• use your feedback to improve how we do things

Making it easy

We will:

• ensure our services are accessible and responsive
• make it easier, quicker and more convenient to deal with us

In return, we ask you to

• treat us politely and with respect
• give us your feedback so that we can learn from your experience