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Customer service charter

Telephone contact

We will answer your call within 5 rings. Should your call be placed in a queue we aim to transfer you to an advisor within 90 seconds.

You will be greeted with a welcome message or personally by a member of staff who will clearly state their first name and service area.

We will answer your enquiry there and then whenever possible - if we are unable to answer your enquiry or transfer you to someone who can, we will take your details and make sure you are contacted within 24 hours.

When returning your calls, our staff will clearly state their first name, their service area and their reason for calling.

We will advise you beforehand if we need to put you on hold in order to deal with your enquiry.

We will end the conversation with you in a courteous and professional manner.

Our Customer Service Advisors within the contact centre can at times be dealing with higher than normal call volumes but we aim to provide a high level of service to all of our customers no matter how or when you choose to contact us.

You can access online services 24/7 at your own convenience or use our Live Chat during working hours

Last modified on 02 March 2022

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