Our commitments to put customers at the heart of everything we do
Our customer charter
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.
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.
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.
We treat all complaints seriously. We’ll keep you informed on progress and let you know the final outcome.
We want to listen
We strive to get it right first time, but if you’re not completely satisfied you can be confident that we treat every complaint seriously.
We want all our customer-facing employees to listen to every complaint and feel empowered to influence the changes we should make. They will then share the outcome with their colleagues so that these lessons are learnt.
If you make a complaint, we will:
- listen openly and without pre-judging your concerns
- conduct a root cause analysis on the issue, if it’s not clear what went wrong
- share lessons learnt with our teams to drive our continuous improvement culture
- share the final outcome with you, highlighting how we will prevent this from happening again
We will keep you updated as we progress
In most cases, we will provide an outcome to your complaint within 5 working days. If our review takes longer than this we’ll keep you updated each week with progress.
Some complaints are reviewed independently by an internal team
In a small number of cases, if the complaint is very complex, an independent internal team will review the complaint.
If your complaint goes to this team, they will reach out to you within 2 working days and provide a direct contact. These complaints generally take longer than 5 days to complete, as the team will bring in subject matter experts to support them. They will update you on the progress of the review each week.
How do I make a complaint or give feedback?
You can make a complaint directly to your account or programme manager.
You can also make a complaint using our contact form.
To help us deal with your complaint as efficiently as possible, please include a full description of your complaint with as much detail as possible.