Customer Service Standards
Written service standards

Find out what we are doing to deliver high-quality customer service, what our digital service standards are and how you can help us do better.

  • We will use email when writing to you unless you do not have access to the internet.
  • Your correspondence will include any reference/essential information you may need.
  • The subject title will be relevant to your enquiry.
  • The content will be understandable, concise and relevant.
  • We will use customer friendly language and plain English – for example:
    • No buzzwords and jargon (too general and vague and can lead to misinterpretation).
    • Explain an abbreviation or acronym in full the first time we use it (unless it’s well known - for example - UK, VAT and MP).
    • No formal or long words when easy or short ones will do.
    • Consider how words are read aloud by screen reading software (use ‘for example’ rather than ‘eg’).