Customer Charter

Our Promise 

Our customers are at the heart of everything we do. We set high standards of customer care and measure our performance against them. We are totally committed to providing the best possible care. 

 

Customer Service Principles 

Handle all customers with respect and empathy. 

Provide clear, concise and accurate information in a timely manner. 

Listen to our customers to help improve our products and service levels. 

Be fair, honest, open and accountable for our actions. 

Be efficient, effective and accessible. 

 

Enquiries 

Professionally answer your customer calls courteously and promptly (three rings). 

Respond to all enquiries, no matter how received, within one working day. 

We’ll listen to our customers’ requirements and propose a solution that best meets their needs. 

We’ll ensure you understand the solution we are proposing, and the necessary actions required to execute the proposal. 

Follow up all proposals within two working days. We’ll keep customers updated on campaign status throughout, providing support at every step.

Follow up all campaigns to enquire how it went within two working days of campaign completions. 

 

Complaints 

Acknowledge receipt within one working day. 

Respond to all complaints within three working days. 

Provide all relevant information to support the findings of a customer complaint.