Our Customer Service

We are committed to providing a high standard of customer service by giving clear, consistent, accurate and prompt information.

Customer Services Charter
Our Customer Services Charter outlines our customer service mission statement and our commitment to you. It also tells you how you can help us to help you. To read and/or download the Charter, please click here.

Customer Complaints Procedure
We are proud of our customer service levels, but realise that we don’t always get it right! If we don’t meet your expectations, tell us so that we can put matters right.  To read and/or download our Customer Complaints Procedure, please click here.

Charges Policy
We aim to provide our members with value for money and so most of our member services are free. Some services do incur a charge, although we'll always advise you of the cost before we provide it to you and at any time you ask us.  For more information on our charging policy, click here.