Customer Promise2018-12-07T17:29:35+00:00

Customer Promise

Our Core Values

  • Ethical

  • Supportive

  • Empathic

  • Sensitive

  • Respect

  • Sincerity

  • Dependability

  • Excellence

  • Honesty

  • Caring

  • Fair

  • Compassion

  • Integrity

  • Trustworthiness

  • Punctuality

  • Thoroughness

Our Quality Standards

We will provide you with quality service by:

  • Being committed to having well trained and supportive staff who consistently demonstrate our Core Values as stated above.

  • Identifying ourselves when we speak to you.

  • Seeking to understand your requirements and what is important to you.

  • Listening actively and acting responsively to your needs.

  • Recognising that clients have different needs and personalising our advice in ways that fit those needs.

  • Treating you with respect and courtesy at all times.

  • Maintaining absolute client confidentiality where appropriate.

  • Giving you clear, accurate, timely and relevant information.

  • Acting with care and diligence, conducting ourselves honestly and with integrity.

  • Ensuring that our Website is informative, easy to use and well set out.

  • Ensuring that all our services meet a well-defined client need.

  • Presenting our responses to your inquiries or letters clearly and concisely¬†using plain English.

  • Our correspondence always includes the name and telephone number of the person dealing with your letter.

Our Service Standards

Service Delivery

When we deliver our services, we will:

  • Explain our services fully to you as required

  • Aim to exceed your expectations

  • Demonstrate technical and professional competence in providing the services

  • Respect and maintain customer confidentiality


  • Be courteous and polite at all times

  • Willingly assist and be responsive to your needs

  • Be sensitive to your feelings and emotions

  • Treat you fairly and professionally

  • Confirm agreed actions in a clear written format

  • Be accountable and adhere to sound business practices

  • Have respect for any relevant diversity issues

Service Evaluation

After we have provided our services, we will:

  • Review the feedback you provide to us and consider measures to further improve our service delivery

  • Continue to respect customer confidentiality beyond the term of our engagement

Response Time Service Standards

The information set out below shows our Response Time Service Standards for all interaction with our clients. We aim to process 95% of all contacts within these service standards. 

Telephone Service Principles and Standards

When we deliver our services, we will:

  • We aim to respond to your calls within four rings.

  • When answering the telephone, we will provide you with our name.

  • We will be courteous, professional and helpful.

  • When we call you, we will give our name and tell you the reason why we are calling.

  • We will be accessible by telephone during normal business times or return the call within three hours (usually within one hour).

  • We will respond to your telephone messages outside office hours within twelve hours (and typically much sooner than this).

  • Our recorded messages will be current and give appropriate contact details.

In Person Service Principles and Standards

  • We will arrive on time or within ten minutes of your appointment.

  • We will advise you in advance about any unexpected delays in reaching you.

  • We will be courteous, smartly presented and show identification upon request.

  • We will be professional, attentive sympathetic and helpful.

Written Communication Service Principles and Standards

  • We will reply to all correspondence promptly using the most appropriate or preferred contact method: telephone, text, email or in writing.

  • Generally, we will email/write back with a full response within 2 days. If this is not possible we will tell you why we cannot and when you can expect a full response.

  • We will provide accurate, helpful and timely responses that are relevant to your needs.

  • We will identify ourselves and provide contact details in our written correspondence.

  • We will be courteous, professional and helpful.

  • We will use out-of-office email messages when away from the office and provide you with alternative contact information.

  • We will provide clear, accurate, helpful and consistent information.

  • We will regularly review and update information to ensure it is current and meets your expectations.

Your Feedback: Our Service Principles and Standards

  • We will welcome feedback and provide appropriate contact details in our client information.

  • We will acknowledge client feedback within one working day of receipt.

  • We encourage and value your compliments, complaints and suggestions.

  • We will use your feedback to improve our services.

  • We will monitor and report on all feedback and consider this when reviewing and improving our services.

If You Are Dissatisfied With Any Aspect Of Our Service

  • To help us give you the best possible service, we welcome suggestions for improvement to address any difficulties you might experience.

  • Let us know as soon as possible when we do not meet your expectations.

  • Let us know as soon as possible when we do not meet your expectations.

  • We will try to resolve complaints satisfactorily and promptly. You can help us do this by providing clear details of relevant facts, persons and dates when you make a complaint.

  • Complaints should be made to the person you have been dealing with or sent to our email/postal addresses.