Standards of Service

As part of our commitment to good service, we will ensure that:

• Our main offices are open from 9am - 5pm Monday to Friday, except for public holidays.
• We will answer your calls promptly and courteously within 15 seconds.
• Staff will always identify themselves by name.
• If the person you want to speak to is unavailable, a colleague will deal with your enquiry or you can leave a message. We will return your call within one working day, unless we explain otherwise during your call.
• If you wish to contact us out with normal working hours, you can leave a message and we will return your call during the next working day.
• We aim to reply to correspondence within 5 working days. If we need more time to prepare a response, we will contact you within this timescale to let you know when you will receive a full reply. This does not apply to circulars and commercial canvassing letters.
• We will meet you at the time of your appointment. If you do not have an appointment, a member of staff will meet you on arrival and, if possible, deal with your enquiry. If it is more helpful, we can arrange a convenient appointment for you later.
• If we have an appointment with you, we will make every effort to arrive on time. If we are unavoidably delayed, we will do our best to inform you of the delay and the expected time of arrival. If we have to cancel a visit, we will inform you immediately and arrange an alternative appointment at a mutually convenient time.
• We will pay all agreed and valid invoices within 30 days of receipt.
• We will advise suppliers within 10 days of any queries within an invoice.