About Us / Client Service Charter
Client Service Charter
Our Mission
This client charter lays out the standards that our customers and stakeholders can expect to receive when contacting our organisation either by telephone, letter, e-mail or face to face. It also details our commitment to offering the highest level of service each time and every time in a professional and accountable manner.
Our Values
- We will always treat people with respect, honesty and dignity.
- We will maintain standards of professionalism.
- We will strive to continually improve our service and value all feedback.
- We will strive to go that extra 'mile' to exceed our customers and stakeholders expectations
Service Standards
By phone
- We will answer all phone calls within 6 rings.
- When somebody contacts our organisation by phone they can expect to be met with a warm greeting whereby the respondent will introduce the organisation and themselves.
- If the person who answers the phone is unable to answer the query they will pass the call onto somebody who can.
When you visit us
- We will not keep you waiting for more than 5 minutes.
- The person meeting you will introduce themselves and the organisation.
- We will provide a safe and comfortable environment.
E-mail
Upon receiving an e-mail we will try to respond in kind within 2 working days. When we respond we will either acknowledge the e-mail with a standard reply laying out how the e-mail will be handled or answer the query in full. We will let you know when a full response can be provided if we cannot respond in this timescale.
Written correspondence
We will reply to written letters within 5 working days in kind either by way of a formal acknowledgement or an answer to the query in full. We will let you know when a full response can be provided if we cannot respond in this timescale.
Complaints
york-england.com accepts all feedback good or bad and recognizes the importance of trying to learn from all its stakeholders and customers. If you have a particular complaint we will aim to resolve it fairly and quickly. To make a complaint contact us in writing at:
york-england.com, 20 George Hudson Street, York, YO1 6WH
We will then contact you by phone within 48 hours to confirm the details of the complaint. Following this we will reply in writing within 10 days. This reply will either give a response to your complaint or will give details of a further timescale in which your complaint will be investigated.
