We want to ensure that our partnership allows you to work effectively and, run your business with as little complication as possible; sometimes it’s better to keep it simple. Our aim is to provide you with the service you need to run and grow your business. In addition we will, listen, support and work with you, to ensure you’re able to give your clients the best experience, keeping the customer at the heart of everything.

Note: This charter sets out our service aims and does not form part of, or change, your contractual terms.

We believe that a culture of reciprocal honesty, communication and ownership helps build trust and lasting relationships.

Our 3 commitments to you are:

Honesty – Behaving with integrity

• We aim to find solutions to your queries and set clear expectations, keeping you updated along the way

• We strive to be clear, concise and open with you, and to do the right thing

• We aim to respond to you within a realistic timeframe and to keep you informed while your query is being resolved

• We aim to follow through on what we tell you we’ll do

Communication – Keeping you informed

• We take a resolve-or-respond approach to your requests and, where possible, aim to resolve your query at the first point of contact

• We put people first and try to communicate with you in a way that suits you

Ownership – Taking responsibility

• Where possible, we aim to give you a single point of contact for your query. If we need to pass you to another department or individual, we’ll aim to make the handover as smooth as possible and let you know who your new point of contact is

By working to these Service Commitments, we aim to provide service, knowledge and support of a high standard. We believe this helps build a strong working partnership between us, supporting your business to grow so you can focus on your clients.