We have adopted Customer Service Standards on how we deal with customers by telephone, letter, face-to-face, email and other forms of communication. We have also produced a leaflet that explains our promise to customers together with a summary of our main standards.
Each year we set targets for our key customer service standards. This enables us to measure how we are performing against these important service standards. We also take part in Mystery Shopping and quality monitoring exercises to test our customer service and contact methods. For a copy of the leaflet or our latest standards please email us.