Providing you with a quality of service which is second to none is vital to us. To help us deliver this we have set out the following standards:

We promise to:

• Listen to you carefully
• Be polite, fair and honest with you
• Avoid jargon and use plain English
• Give you a high standard of information
• Take an active role in helping to solve any problems you may encounter
• Explain decisions and the reasons for them

It’s always good to hear from you.

If you would like to contact us by telephone:

• We will endeavor to answer your call within five rings during our normal office hours
• If we can’t answer your call personally, you will be able to leave a message. We regularly check messages left on our answer phone
• If you have difficulty getting through to us, our central reception can be reached on 01909 512100. Staff there will be happy to help you

If you prefer to get in touch by post or email:

We can be reached by:

post
The Turbine, Coach Close, Shireoaks, Worksop S81 8AP
email
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

• We will reply promptly to all correspondence within 2 working days of receipt.

We are always happy to meet with you.

If you have an appointment with us at our office:

• We will see you at the appointed time
• We will provide space for you to see us in private

If you visit us without an appointment:

• We will endeavor to see you within 15 minutes
• We will provide a clean, tidy and comfortable waiting area, with information about our services
• If you need to see someone who is unavailable, we will offer you an appointment

If we have arranged to come and see you at your home or office:

• We will agree a time with you in advance, usually confirmed by post and provide you with a copy of our business card
• We will arrive on time for our appointment
• We are happy to show you our business card on arrival to confirm who we are
• If, as a result of unforeseen circumstances beyond our control, we are delayed or have to cancel the meeting, we will contact you to arrange an alternative appointment

We will keep in touch with you.

Whilst your applications are in progress:

We will contact you a minimum of once each week to provide you with an update.

This update will be delivered either by:

Telephone - at home or at work
Mobile telephone call or text
E-mail
Post

Please let your advisor know if you have a preferred method by which to receive these updates.

Once your transactions are complete:

We will provide you with a Client Satisfaction Survey and use your comments to help us to maintain and improve our services.

We will also:

• Provide you with a copy of any newsletters we produce
• Provide you with details of any incentives we may offer from time to time
• Advise you of any products or services we believe may be of interest
• Contact you from time to time by telephone to review your changing needs