Customer charter

• we will keep all data (in all formats) up-to-date, accurate and secure
• staff will be polite, friendly and courteous
• telephone calls will be picked up within three rings during the hours of 08:30 am and 18:00 (BST)
• we will acknowledge or respond to telephone messages within 48 hours
• we will acknowledge or respond to all written correspondence and requests for information within five working days
• we will acknowledge or respond to email within 48 hours
• orders will be processed and despatched within 48 hours
• registrations and applications will be acknowledged or processed within 10 working days, subject to all relevant information being available
• agendas for Committees and Working Groups (approved by the Chair), together with relevant papers, will be circulated between seven and ten days prior to each meeting
• minutes for Committee and Working Group meetings (approved by a Director/Chair) will be circulated no later than three weeks after each meeting
• if you are dissatisfied we welcome your complaints and will respond to you within 10 working days of receipt of your complaint. Please refer to our full Complaints Procedure for further guidelines