Our Customer Care Policy explains how we are committed to providing the best customer service we can and that we will treat everybody fairly in accordance with his or her diverse needs.

We will:

  • always be courteous and polite
  • respond to the diverse needs of our customers, adapting our approach as required
  • provide a range of different contact methods to suit your needs, you can call in to our offices, phone, email or write to us, or use our on line services
  • use plain English in all our written correspondence and information, ensure that it that is easy to understand and widely available, and provided in other formats if required
  • provide easily accessible offices, with private interview rooms, wherever possible - please discuss your needs with our staff
  • apologise if things go wrong and do our best to put things right (please see our complaints procedure)
  • listen to your feedback, act on it and respond
  • regularly review our working practices to ensure we are always offering the best service

You can help us to help you by:

  • treating us with respect - we will not continue to serve you if you are aggressive, threatening, violent or use bad language
  • providing any documentation relating to your enquiry, as required
  • bringing a friend or asking for a translator if needed – we may need to make an appointment to provide this service
  • keeping to your pre-arranged appointment time or letting us know if you cannot make the appointment


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