Our commitment to meeting Customer Service Standards

CILEX is committed to delivering high customer service standards at all times. We do this by providing quality products and services through our people, processes, and technology.

We have a robust framework of policies and procedures in place to ensure that we consistently meet and clearly communicate what is expected of us from both a customer service and legal perspective. We are committed to continuous improvement and regularly review our processes based on customer feedback and developments in technology. This enables us to strike an appropriate balance between personalised human interaction and efficient, automated self service solutions where appropriate.

Our Service Commitment

As part of our commitment to delivering these Customer Service Standards, we will:

• Acknowledge your enquiry and provide a response within seven working days for standard queries, or within a timescale agreed with an advisor for more complex matters.
• Deal with your enquiries promptly, courteously, and professionally.
• Keep our processes clear, straightforward, and accessible.
• Act with honesty, integrity, and accountability.
• Empower members to resolve issues independently by providing self service options through the MyCILEX portal.
• Act on customer feedback to innovate and enhance the customer experience.
• Proactively anticipate and respond to the needs of our members.
• Hold ourselves, and each other, accountable for meeting our service commitments.

Our advisors will:

Our customer service advisors will:

• Be fully trained to provide accurate information and guidance on CILEX services and membership levels.
• Be polite, helpful, and professional at all times.
• Keep you informed by providing accurate, clear, and timely information to support your decision making.
• Listen carefully and identify your needs effectively.
• Take initiative to provide appropriate solutions.
• Arrange to return your call at an agreed time where required.

Our Customer Services team operating hours are:

• 9.00am – 5.00pm (Monday, Tuesday, and Thursday)
• 10.00am – 5.00pm (Wednesday)
• 9.00am – 4.00pm (Friday)

These hours exclude Bank Holidays and the period from Christmas Eve to New Year’s Day.

How you can help us meet these standards

You can help us deliver these standards by:

• Contacting us via your MyCILEX portal, which ensures your enquiry is allocated to the appropriate team.
• Noting that you will receive an automated acknowledgement confirming receipt of your enquiry and providing a unique reference number.
• Having your membership number available when contacting us by phone or email, to help us identify you quickly.
• If you aren’t yet a member of CILEX you can contact us by submitting an enquiry form on the website.
• Letting us know when we are delivering good service, so we can continue to build on what works well.
• Telling us when things go wrong, so we can resolve issues, learn from them, and improve our service.
• Communicating with us calmly, respectfully, and constructively, enabling us to work with you to resolve your enquiry as efficiently as possible.

We will continue to keep members informed of any updates to our Customer Service Standards.

Complaints

What we mean by a complaint

A complaint is an expression of dissatisfaction with the quality of service provided by CILEX. This may include situations where:

• We have failed to do something we should have done.
• We have done something incorrectly or to an unacceptable standard.
• You believe you have been treated unfairly or discourteously.

How to raise a complaint

If you experience any of the above, please submit full details by logging into the MyCILEX portal and contacting us through the appropriate channel.

Further information on how complaints are handled can be found in our Complaints Policy.