Our customer promise
Find out about our customer service standards.
We will:
- get to know your needs
- reduce waiting times
- be accessible
- provide the best possible service to each person
- try to answer your enquiry without passing you on to another member of staff
- encourage and welcome your suggestions to help us improve services
- treat you with respect
- not tolerate any abusive behaviour
We aim to:
- answer 80% of telephone calls
- see 95% of customers who arrive on time for their appointment within 10 minutes
- respond to 80% of call backs within 2 hours
Did you know that:
- you can make a comment, compliment or complaint about a service
- you can contact, apply for, pay for, and report issues to many of our services
- we can provide access to translation and transcription services?
Published on: 22/05/2025