GradsEast's Customer Charter sets out the standard of services we aim to provide, as well as what to do if those standards are not met.
When you get in touch with us we will be:
- Welcoming and polite
- Tell you who we are and what we do
- Listen carefully to what you say
- Record your details accurately
- Give enough time to deal with your enquiry
- Deal with your query in a fair, helpful, respectful, friendly and efficient manner
- Resolve enquiries at the first point of contact where possible and do all we can to support you
- Explain what more information we need from you to help resolve your query
- Prompt with our responses
- Provide correct information and explain things clearly
- Give you the details for the right organisation if your enquiry is not part of our business
- Provide a fair and unbiased service, regardless of your race, religion, sex, sexual orientation, age or disability
- Respect your legal rights under the Data Protection Act
- Treat all information in confidence and ask your permission to share it, unless we are legally bound to pass information on to others
- Provide opportunities for you to be consulted and give us feedback on how we are delivering our services
- Apologise if we make a mistake and correct it as quickly as possible
- Provide you with a full explanation if we are unable to give you what you are asking for.
If we visit you, we will:
- Where possible, visit you at a time that is convenient for you
- Keep our appointment or make contact with you if we are delayed
- Respect your work place
If you telephone us we will:
- Answer 80% of calls within 20 seconds
- Greet you with hello/good morning or afternoon, give you our name
- Try to answer your query. If we are unable to we will give you the contact details of the person who should be able to answer your query before we transfer you
- Take your contact details if the person you wish to speak to is unavailable and ask that person to make contact with you either the same day, if possible, or the next working day
- Only use voicemail when it is not possible for us to answer the telephone. If you leave a message we will either make contact the same day, if possible, or the next working day.
If you email, fax or write to us we will:
- Provide a full response to 90% of letters, faxes and e-mails within one working day, making reference to the date of your enquiry. If we are unable to do this we will write to give you a date when you can expect a full reply
- Use language which is clear to understand in our reply
- Include a contact name and direct telephone number to help you if you need any further information.
Help us to help you
To help us deliver our Customer Care Charter it is important that customers treat our staff with courtesy, politeness and respect. We will not tolerate abusive behaviour and we will support our staff whom experience discrimination, abuse or threats.
When things go wrong
If you make a complaint we will try and resolve it as quickly as possible, usually at the first point of contact. If you want a more formal reply, or you are unhappy with our first response, we will:
- Acknowledge your complaint within two working days
- Investigate your complaint
- Provide a written response within ten workings days in relation to a stage one (informal) complaint. Where we are unable to do so we will write and tell you why, and advise you of when we hope to resolve your complaint. To investigate a stage one complaint the timescale is within ten working days with the option to extend to 20 days in consultation with the complainant
- Provide a written response within 20 working days in relation to a stage two (formal) complaint. Where we are unable to do so we will write and tell you why, and advise you of when we hope to resolve it.