We have the following standards in place for responding to you:
- we will respond to your letters within 15 working days. If a full response cannot be given within that time you will be given a target date
- we will answer phone calls as quickly as possible and any phone message will be responded to promptly, wherever possible within one working day
- we will reply to your emails within one working day, either to answer your query or to inform you when a full response will be given. We aim to respond in full within 15 working days but if we are unable to do so we will give you a target date for a full response
- We will respond to your complaints within the following timescales
- Stage 1 – 5 working days
- Stage 2 – 20 working days
We aim to deliver a consistent and high standard of customer care and will:
- treat you politely and with respect
- be friendly and approachable
- listen to what you have to say
- respect your right to confidentiality
- be open and accountable
- give you the information you need about our services
- give you choice in how you access services
- value and respect the diversity of our customers and try to meet the needs of customers with specific requirements
- work in partnership with other organisations and communities to improve our services
- learn from your compliments, comments and complaints
In return we ask you to:
- treat us politely and with respect
- be patient, we will do all we can to keep waiting times to a minimum
- not use aggressive behaviour or inappropriate language
- provide us with the information we need to help you
- be on time for an appointment and let us know if you need to cancel
- let us know if you need an interpreter or information in other formats