Customer Charter


The way we treat our customers is of paramount importance to our organisation. We firmly believe that customer care should be established within our culture as well as a fundamental part of our corporate objectives. As part of our commitment to you we will:

Ensure customer satisfaction remains at the head of our corporate vision.

  • Customer Care Programme owned at Executive level.
  • Measure satisfaction rates and prioritise areas for improvement.
  • Listen and look to build long term relationships.

Make it easy for you to deal with us.

  • Do everything we can to help you achieve your goals.
  • Communicate effectively.
  • Ensure all contact information is up to date.
  • Respond to every communication in a professional and timely manner.
  • Always give you the opportunity to speak to somebody.

Take ownership and responsibility.

  • You will be aware at all times who owns the response to your question or issue.
  • You will be aware at all times of the timescales for response or resolution of your question or issue.

Afford courtesy and act with professionalism at all times.

  • You will feel valued as a customer.
  • You will receive clear and consistent communication from all you speak to.
  • You will always receive a warm and professional welcome at all of our sites.
  • Employees will represent the company in a professional manner at all times.