We will:
- answer your telephone calls promptly and if the person you need to speak to you is not there, pass you to someone who can help or, get someone to call you back
- keep all appointments at the agreed time or tell you if this is not possible. If we need to cancel an appointment we will arrange a new one to suit you
- give you the opportunity to hold private discussions with us and take account of any special facilities you may need to do this
- take any messages with care and pass them on without delay
- give you a full answer to your telephone enquiry immediately or within three working days. If providing the answer will take longer than this we will let you know who is dealing with your enquiry and the date by which we hope to give you an answer
- give you a full answer to your email or letter within 10 working days. If providing the answer will take longer than this we will let you know who is dealing with your enquiry and the date by which we hope to give you an answer
We expect you to keep to agreed appointments or let us know as soon as possible if you need to change the arrangements.