Customer Care Policy

Customer-Centric Approach:

We place our customers at the heart of everything we do. Our aim is to thoroughly understand their needs and expectations to ensure we deliver a service that exceeds their requirements.

Staff Training and Development:

We invest in the continuous training and development of our staff to enhance their expertise and skills, with a particular focus on customer care. By equipping our team with the necessary knowledge and capabilities, we ensure that our service maintains the highest quality standards.

Establishing and Improving Standards:

We regularly seek feedback from our customers through surveys and other feedback mechanisms to establish and enhance our service standards. This ongoing monitoring and evaluation process allows us to continually improve and adapt to meet evolving customer needs.

Handling Complaints:

We handle complaints with the utmost care and attention, aiming to resolve them promptly, fairly, and positively. Upon receipt of a complaint, we commit to acknowledging it within 10 working days and providing a comprehensive response addressing the issues raised within the same timeframe.

Defects and Faults Management:

Defect notices are prioritised and responded to based on their significance and type. We maintain detailed logs of all defects and issue completion notices and customer feedback forms accordingly. Our Customer Care Manager utilises a notification system to determine the urgency priority for different categories of defects, ensuring timely resolution.

Our commitment to customer care is ingrained in every aspect of our operations, and we continuously strive to exceed customer expectations while maintaining the highest standards of service excellence.

Approved by: Mo Farah
Date: 8th February 2024

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