New Charter
insists on excellent customer care; it is every employee's responsibility.
We aim to learn from customers and listen to their comments, and to ensure
that the learning is passed on.
Our
Customer Service Charter
All
customers will be treated with courtesy, honesty and respect.
Confidentiality
will be respected at all times.
All
our customers will have equal access to our service and understand
what and how that will be provided and processed.
All
customers will be treated equally and according to their individual
needs regardless of gender, race, ethnic origin, religion, disability
or sexual orientation.
Customer
Service Standards
Visitors
will be greeted courteously within 30 seconds where possible of arrival
in reception. Visitors will be advised of waiting times, which should
not exceed 5 minutes.
We
will answer routine letters within 5 working days. Where the matter
cannot be resolved within 5 working days an acknowledgement will be
sent within 3 working days, with an indication of when a reply can
be expected. This will be no longer than 10 working days.
We
will answer the telephone within four rings (10 seconds).
Making
a complaint
Should
the worst happen and you are not happy with any part of our service
then New Charter has a complaints procedure.
We
invite you to let us know if you also have a Compliment or Comment
about New Charter.
Please
go to the ‘Tell Us’ page
or click here to find out details
about contacting us on the above.
