Our customer charter

We are committed to providing services that are consistent, reliable, easy to use, and meet your needs. And we regularly share how we are doing. 

Download a copy of the Customer Charter.





  • We continue to seek your feedback.

  • We find new and innovative ways to best serve you.

  • We use your feedback to help us improve.

  • We design our services to give you a great experience, and to help you quickly and simply complete your transaction.

We provide contact options that suit your needs:

  • telephone
  • online
  • live chat
  • website
  • letter
  • social media
  • face-to-face

We supply comprehensive, accurate and up-to-date information online for you to complete your enquiries and transactions.

We review our services to ensure they give you the best experience and meet your needs.

  • We deliver our services within the stated time-frame.

  • We explain why something is taking longer than anticipated.

  • We will try our best to contact you via your preferred channel, where possible.

  • We clearly explain our next steps if things don’t go to plan.

  • We take the time to listen and understand your enquiry.

  • We share what will happen next, and if there is anything you need to do.

  • We provide you with an expected response timeframe for your enquiry.

  • We explain the reasons for our decisions.