Member Charter

Our aim is to provide the highest standards of service and to provide a quality of service, which satisfies the needs of all our customers including members, individuals, organisations, stakeholders and the wider community.

We undertake that:

  • All our staff will listen to you and your needs and will provide objective help and advice

  • Staff will be courteous and helpful and will provide you with a named contact.

  • Any information relating to you or your company will be treated in the strictest confidence at all times

  • All appointments will be kept and where unavoidable delays occur, you will be kept informed

  • Enquiries will be answered within five working days. If they cannot be fully answered within that time, each enquiry will be acknowledged and a more detailed reply will be sent as soon as possible

  • We will ensure there is equality of access to and participation in our services and that no person is treated unfavourably for example, on the grounds of race, nationality, ethnicity, gender, marital status, disability, sexual orientation or age

  • We will continually seek your feedback in order to ensure we provide relevant and topical products and service, ensuring quality is never compromised

  • All complaints will be acknowledged within five working days and dealt with in line with our formal complaints procedure, a copy of which is available on request.

 

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