We always aim to provide the highest levels of customer service. These aims are set out in our Customer Charter, which we review on a regular basis to make sure that the promises we make are ones that matter to our customers.
The Charter was developed by working with our customers and listening to customer feedback. It is built around four key themes:
Not only does the Charter set out our promises it also sets out the standards we use to measure whether or not we have fulfilled our promises.
The standards in the Charter are monitored by our Performance and Improvement Committee on a 1/4ly basis. We think it is important that our performance in reviewed and challenged so that we can be held to account if we fall below the standards expected.
Our Performance against the Standards
For more information on how we are meeting the standards we have set please click belowOur Performance