Our Customer Promise
Our Promises to you:
Respect. We will:
-
Do what we say we will do
-
Be helpful, polite and treat you fairly and with respect
-
Try to understand your circumstances and never be judgemental
-
Protect your personal information
Accessibility. We will:
-
Provide face-to-face appointments for clients who prefer this
-
Provide telephone appointments for those who cannot easily travel, leave their home, or for whom transport is difficult
-
Ensure that everyone can access the same high-quality, holistic advice service from us, regardless of their personal circumstances
Communication. We will:
-
Respond to your telephone messages within 24 business hours
-
Respond to your email enquiries within 48 business hours
-
Keep you updated on progress
-
Ensure you have access to whichever adviser is best placed to deal with your query
In return:
We need you to:
-
Give us the correct information at the right time
-
Tell us when something changes
-
Be on time for any appointments
-
Treat our staff with respect