Customer Service Charter
We are committed to be your provider of choice so therefore the following charter forms our agreement with you. The charter is based on the feedback we have had from users of other service providers, however as part of our commitment to you we will always listen and act appropriately so the charter is constantly evolving.
If there is anything below that you would like us to do differently or if you have anything you would like added to below then please do let us know. You have the power to mould our business so that it works for you.
- Extended opening times
- We understand that during the working day you can’t always get to a phone to contact us. For this reason alone we will operate a UK based call centre from 08:00 to 20:00 – this will ensure that when you need us we will be there for you, 7 days a week.
- We aim to answer all queries within a timely manner
- We aim to answer all calls received during opening hours within 3 rings.
- All electronic communication received during office hours, whether by text message or Email, will be responded to within 30 minutes of receipt
- We will ensure that the solution you are using is always the right one for you and/or your business throughout your time with us
- When you contact us for the first time we will ensure that you speak to a specialist who understands the options available to you, and explains them fully – ensuring you make the right choice.
- We will then review your plan every 3 months to ensure that you are making the most benefit out of the services that you are using. If we feel that you would benefit from moving to a different service we will proactively contact you to discuss the options, giving you all the knowledge required to make any change.
- We will provide a user friendly and functional website for you to access 24/7 ensuring that all the information you require is available at a touch of a button
- We will have a live chat with you while you are on our website free of charge
- We will keep your personal details safe and secure at all times.
- Your details will not be shared with anyone unless you have given us permission to do so.