Our Customer Service Charter sets out our commitment to provide excellent customer service and sets out what you can expect from us. However, if something does go wrong and you feel we have not met our standards and wish to complain, you will also find our complaints procedure below.
We also hold Customer Service Excellence accreditation. Each year we undergo independent external assessment against the 57 requirements of the standard. These cover the following key areas:
We are particularly strong and hold 'compliance plus' status in the following five categories:
If you have any comments about our services please do let us know. You can post physical comments via out Tell Us forms at the Welcome Desk, or feedback to us via LibAnswers, use the chat widget on Locate or direct to Kirsty Kift, Assistant Director (Customer Experience and Service Innovation).