We aim to provide high quality services and information. We have a Customer Care Charter that sets out the standards we aim to meet. If you feel we are falling short of these standards please let us know.
We will:
- Listen carefully to your request and ensure the most appropriate and comprehensive reply possible.
- Not discriminate against you because of your race, religion, age, sex, sexuality or disability.
- Make sure our staff carry official identification at all times.
- Use plain language, avoid jargon and the use of technical terms or abbreviations.
Answering the phone
We will:· Answer calls within 6 rings.
- Put you through to the right place first time.
- Tell you to whom you are being passed if it is necessary to transfer your call.
- Take your number and call you back if the problem cannot be resolved immediately.
- Return phone calls and messages within two working days (unless otherwise agreed).
- Avoid the use of answerphones during office hours, except for simple requests for information.
Letters, faxes and e-mails
We will:
- Answer letters, faxes, e-mails and submissions through our website within ten working days (unless a more specific target applies for an individual service). Where possible this will be a full reply, otherwise an acknowledgement.
- Give you details of who is dealing with your enquiry, with appropriate contact details.
Visiting our public offices
We will:
- Make sure visitors are seen by a receptionist within five minutes of arrival
- Be on time for pre-arranged appointments, and let you know if we need to alter or cancel a pre-arranged appointment.
- Make sure that the first person you deal with either answers your enquiry or passes you on to the right person.
- Provide private facilities if you wish to discuss a personal matter.People with disabilitiesWe will:· Make our services, reception and public areas fully accessible.
- Make other arrangements where necessary if you cannot visit our office because of a long-term illness or disability
- Arrange for an interpreter or a BSL signer if necessary.InformationWe will:
- Produce information about services that is accurate, useful and up to date.
- Ensure our website is topical, comprehensive, and accurate.
- Provide free access to our website at all our libraries
- Tell you how to get information provided in other languages or formats, such as large print or audiotape.
- Publish information at least once a year showing how well we are meeting the aims set out in this Charter.
- Hold personal information about you securely and in accordance with the Data Protection Act.
People with disabilities
We will:
- Make our services, reception and public areas fully accessible.
- Make other arrangements where necessary if you cannot visit our office because of a long-term llness or disability
- Arrange for an interpreter or a BSL signer if necessary.
Information
We will:
- Produce information about services that is accurate, useful and up to date.
- Ensure our website is topical, comprehensive, and accurate.
- Provide free access to our website at all our libraries
- Tell you how to get information provided in other languages or formats, such as large print or audiotape.
- Publish information at least once a year showing how well we are meeting the aims set out in this Charter.
- Hold personal information about you securely and in accordance with the Data Protection Act.
Dealing with complaints
We will:
- Deal with all complaints positively and constructively, and endeavour to resolve them as quickly as possible.
- Operate a formal procedure for complaints that cannot be resolved to your satisfaction. This will contain clear and specific times for each stage.
How you can help us to help you
You will:
- Treat our employees politely, and be nonabusive and non-threatening.
- Give us all the appropriate information so we can deal with your enquiry quickly and effectively.
- Comply with reasonable requests from our staff.
- Let us know beforehand if you need to cancel or rearrange a pre-arranged appointment.
- Give us reasonable advance notice if you need a signer, interpreter or translator.
- Let us know immediately if you are unhappy with the service you have received.
What to do when things go wrong
If you are not happy with the service you have received please raise this initially with the individual or service concerned. If you are then not happy with the response we have a formal complaints process to help you. Please ask for our leaflet “Help us to get it right"