Open and Transparent Quality Mark 2016/17 and 2017/18

Customer service standards

Telephone enquiries

We will do our best to answer your call within five rings and to respond to your enquiry at the first point of contact.

If we cannot do this, for example if we need to look into the matter further in order to provide a satisfactory response, we will log your call onto our systems and we will do our best to respond in full within 20 working days. If we are unable to do this, we will keep you informed, at least every 20 working days.

If you leave a message when you contact us out of office hours, we will do our best to acknowledge your voicemail within 24 hours during normal business hours.

We update our voicemail greeting to advise you when we will be out of the office for an extended period of time (a full day or more), and when we expect to return.


In general, we aim to acknowledge postal correspondence within 5 working days. Contact via email and Facebook is automatically acknowledged.

We aim to respond in full as soon as possible, generally within 20 working days. In busy periods this may be longer, however we will update you at least every 20 working days.

Where the matter is protracted, we will update you at least every 20 working days.

Due to the large numbers of emails that we receive, it is not possible to respond where the Commissioner has only been copied in, unless you have specifically requested a response.