Adult and Children's Financial Services Customer Charter

Putting you first:

• Be helpful, polite and treat you with respect and fairness  
• Listen to you
• Explain things in a clear and open way
• Consider your views when improving what we do
• Make our services more accessible and easier for you to use  

Keeping you informed:

• Tell you what will happen next and by when
• Keep you updated
• Make sure you know how to contact us 
• Provide information for you on our website 

Get it right first time:

• Do what we say we will do
• Follow our procedures correctly
• Start working on your request the first time you contact us
• Protect your personal and financial information 

When things go wrong:

• We will say sorry when we have done something wrong
• Do our best to put things right
• Learn from our mistakes and use your feedback to improve our service 

What we expect from you:

• Provide all the requested documents and information on time  
• Let us know if you need help or have a question  
• Let us know if your circumstances change, as soon as you can
• Treat our staff with respect and fairness