FCDO Services »About us »Customer charter

Customer charter

Our commitments to put customers at the heart of everything we do

Our customer charter

  • Reliable

    We will deliver what we say we will, understanding our customers’ objectives and can be relied on to deliver quality products and services. We’ll continually strive for improvements and use accreditation to hold ourselves to the highest standards.

  • Responsive

    We’ll stay close to our customers priorities, being agile in our approach to delivery. We will listen to and act on feedback, to ensure the voice of the customer is heard across our organisation.

  • Relationships

    We’ll remain professional and trusted. Our team will look to not only deliver solutions but thought leadership to become a valued partner.

  • Easy to work with

    We will continue to look for ways that we can simplify working together, reducing delays and unnecessary red tape. We will learn how we could have made it simpler from every customer and apply those lessons.

Complaints policy

We strive to get it right first time, but if you’re not completely satisfied with our service you’re welcome to make a compliant.

Our organisation treats each one seriously. We align to the Government Complaints Standards, so you can be assured that we’re dedicated to dealing with your issue effectively and with care.

Once you have raised a complaint with us, we’ll keep you informed on its progress and let you know what the final outcome is.

To make a formal complaint, contact your Sector Lead or email our FCDO Services Resolution Hub.

View our FCDO Services Complaints Policy for more detail on how to make a complaint, and what you can expect when we handle it.