CIH Customer Care Charter
Our promise to you
We are committed to providing you with a professional, efficient and high quality service which meets your requirements. To achieve the best possible service we aim to ensure that:
- We take steps to ensure that the data that we hold about you on our database or in any other format is accurate, up-to-date and secure.
- Our staff are polite, friendly and courteous to you at all times.
- We will pick up telephone calls within 5 rings. If the person that you are trying to contact is not available we will take a message and, where appropriate, ensure that they call you back within the same working day or that another member of staff deals with your call.
- We will send an acknowledgement or response to all written correspondence, and any requests for information within 5 working days of receipt.
- We will send an acknowledgement or response to your email within 2 working days.
- All orders, registrations and applications* are processed or acknowledged within 10 working days of receipt, subject to having all the relevant information.
- If you are dissatisfied we welcome your complaints and will respond to you within 10 working days of receipt of your complaint. Please refer to our full Complaints Procedure for further guidelines.
* Any applications received as part of any Programme that we are running on behalf of another agency will be dealt with in line with the standards set out by that agency, eg applications to the Innovations into Action programme.
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