Customer Care Charter

Our Customer Care Charter details how we promise to work with our customers. This Charter outlines what we will do for you, the standards of service you can expect, anticipated timescales, and what we expect of people who contact us.  

We will: 

• Quickly identify your needs and let you know how we may be able to help.  
• Clearly explain what information we need from you, our process and tell you how long we think each stage will take. 
• Treat the information you give us with confidentiality, in line with company and GDPR policies.   
• Adapt our communication methods to meet your needs and offer information in an accessible format, including in Welsh. 
• Give you information in a way you understand; checking that you fully understand any information we provide to you.  
• Acknowledge e-mails within two working days. This may be an autoreply in the first instance, which will then provide further information on the timescales for a more substantive response.  
• Answer the telephone in a timely and professional manner.  
• Treat you with respect. 
• Be polite, friendly, and open to your feedback.  
• Continually explore new and better ways of delivering our service. 
• Not provide any external legal, clinical or practice advice but will endeavour to signpost you to organisations or services that may be able to assist you.  
• Acknowledge our mistakes when things go wrong and try to put them right. 

To help us, we would like you to: 

• Treat us politely and with respect.  
• Provide us with all the information required for us to help you in a timely manner. 

Service level agreement

Our timings for responses by department are available here.