Dispute Resolution Standards

Standards of service for customers of the dispute resolution team:

We aim to ensure that someone is always available to respond to your enquiries.

  • If you contact us by telephone or in person we speak to you immediately. If that’s not possible we arrange for someone to return your call within 48 hours.
  • We acknowledge all correspondence within 3 days of receipt.
  • We respond to any written correspondence within 2 weeks, to let you know what is happening.

We listen to what you want from us and explain clearly what we can do for you. We also explain if we cannot help.

  • We take time to listen to you and to demonstrate that we understand what you want from us.
  • We help customers to have realistic expectations of the Service at all times.
  • We let you know what we can do to help you.

We keep you informed about what is happening and what happens next.

  • We explain our process without using jargon.
  • We tell you what has to be done to move the case on.
  • We give you realistic timescales for progress.

We always make it clear what our decision is and explain how that decision has been made.

  • Our communication with you is as accurate, brief and as clear as we can make it.

We always treat you professionally and with respect.

  • We respect the confidentiality of everyone involved in a dispute.
  • We will warn you if the way in which you behave may have an impact on the way in which we can deal with you.