Customer Charter

Our customer charter outlines the promises we will make to our customers.

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Getting It Right

We will:

· Provide you with the correct decision, information or payment
· Explain things clearly if the outcome is not what you’d hoped for
· Say sorry and put it right if we make a mistake
· Use your feedback to improve how we do things

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Keeping You Informed

We will:

· Deal with your request the first time you contact us, or as soon as we can
· Tell you what will happen next, and by when
· Keep you updated on progress or any changes

In return, we need you to:
· Give us the correct information at the right time
· Tell us when something changes
· Treat our staff with respect