Customers are our absolute priority.  Our customer care charter is made up of 4 areas of responsibility for each of our employees.  These are behaviour, communication, performance and competence.

Behaviour

• To be courteous & respectful to colleagues & customers
• To treat our colleagues & customers fairly and professionally
• To be willing to assist you & be responsive to your needs

Communication

• Promptly answer incoming calls, giving a personal introduction
• Promptly reply to customers messages taken on behalf of colleagues
• Advise you of the name & position of the person responsible for any subsequent action or contact
• Provide timely oral & written advice which is clear, concise, accurate & complete

Performance

• Focus on our overall performance to ensure continued customer satisfaction
• Put matters right as speedily as possible if we get something wrong
• Use your feedback to improve our products & services

Competence

• Demonstrate professional competence in providing advice on all our services & products
• Work in a safe manner, taking care of our colleagues, you, your property and the environment
• Deliver a timely & consistent quality of service which conforms to your expectations