Customer Service Standards

Our commitment to meeting Customer Service Standards

Part of our commitment in delivering these Standards means that we will:

  • Acknowledge your email within one working day
  • Deal with your queries promptly and courteously
  • Provide accurate and timely information to help you make decisions
  • Respond promptly to any issues that you may raise

Our advisors will:

  • Be comprehensively trained to provide advice on our services and membership levels
  • Provide you with accurate and reliable information
  • Arrange to return your call at an agreed time, if your enquiry requires in-depth research
  • Be available from 8.45am - 5pm (Mon - Thurs) and 9am - 4pm (Fridays), excluding Bank Holidays and the period from Christmas Eve to New Year's day.

There are several ways in which you can help us to meet the Standards:

  • When you call or email us, please have your membership number available so that we can clearly identify you
  • Tell us when we are getting it right, so that we can do more of it
  • Tell us when we are getting it wrong, so that we can resolve the issue, learn from our experience and improve the service for all our members
  • Talk to us rationally, calmly and respectfully, so that we can work together to resolve your enquiry as soon as possible.
We will continue to provide you with regular updates on our Customer Service Standards, via this web page.