Customer service standards

Written and email correspondence

We aim to respond to all written and email written correspondence within 10 working days. Where we are unable to do so, we will let you know why. If you do not hear from us within 10 working days you should make a formal complaint.

Face to face visitors

We aim to see customers visiting our offices within 15 minutes. However, at busy times, particularly Mondays that may not be possible.

Complaints

We have a target to respond to complaints as follows:

  • Stage 1 within 10 working days
  • Stage 2 within 20 working days
  • Stage 3 – Members Panel within 35 working days

More information about complaints including our performance for complaints handling.

Freedom of Information requests

The Information Commissioner requires us to respond to all FOI requests within 20 working days.

Data Protection Act requests

The Information Commissioner requires us to respond to all DPA requests within 40 calendar days.

Our Customer Charter