CLIENT CHARTER

COMMUNICATION EXPECTATIONS

We interact with our clients via:

Our working hours

We will respond to enquiries during these hours – responding outside of these hours is in context with the nature of the communication:

  • Monday to Thursday 9am to 5pm
  • Friday 9am to 3pm
  • Saturday 10am to 3pm

Communication Standards

Email

  • Reply within 1 working day

Phone

  • Answer when you call if we are available during our working hours
  • Respond within 1 working day if a voicemail left

Support

  • Urgent issues within 1 working day where possible – if additional time is required, we will advise you of the expected timescale
  • Change requests within 7 working days unless otherwise agreed
  • Error corrections within 2 working days