Customer Care Policy

Document Version Control

Version No.

Date Change Made

New Version No.

Changes Made By (initial)






Reviewed 10 08 18 at Full Council





Reviewed 07 10 19 at Full Council



toc goes in here

1. Customer Care Policy

1.1 The Council will treat all members of the public in a courteous and professional manner. It will recognise their needs as an individual or as part of a local community.  It will always try to offer a way forward on the particular issue being raised.

1.2 In particular the Council will:-

  • Provide information in accordance with its Publication Scheme
  • Respect confidentiality unless it is legally required to disclose information
  • Deliver its services in accordance with stated standards
  • Return telephone calls within one working day
  • Respond to letters and e-mails within 5 working days
  • Where it is unable to resolve an issue for a customer, it will advise where further help can be obtained or act as advocate by contacting the other organisations on the customer’s behalf

1.3 If a customer has a grievance against the Council, it will be dealt with in accordance with the Council’s Complaints Code.