We will always be clear with you Our Service Standards We will... Communicate using plain English so you can make appropriate, informed choices. Discuss with you at the beginning what you can expect from the service we provide. Explain the complaints process and keep you updated about what is happening throughout You can expect us to... Communicate in a way that can be understood, avoiding using jargon, providing clear and relevant information. Listen carefully and ask questions to understand your complaint. Be professional and knowledgeable. Make sure everyone is clear about our process at every stage of the complaint.
We will be understanding and approachable Our Service standards We will... Recognise each individual’s perspectives and experiences. Take your individual needs into account. Offer support in a variety of ways such as BrowseAloud, large print and languages other than English to help you access our service. You can expect us to... Be polite and treat you with respect. Listen to you and take your views seriously. Be empathetic and sensitive to your needs and support them. Make reasonable adjustments for people who require them.
We will be impartial, thorough and base our work on facts Our Service standard We will... Be clear about what information we need from you. Listen to what you have to say and consider relevant information provided by both parties before any final decision is reached. Reach our decision based on information and what is balanced, fair and reasonable. Provide a clear explanation of our decision. You can expect us to... Ensure we are objective, non-judgemental and fair throughout the investigation. Help you identify what information is needed, and be clear what can be used. Be consistent in our approach. Communicate our decisions clearly and concisely.
We will make good use of everyone's time Our Service standards We will... Deal with your complaint efficiently and keep you informed about progress. Help both parties resolve the complaint at the earliest opportunity. Understand that some complaints can be complicated, we will be honest about what we can deliver. You can expect us to: Ensure we understand your needs and deal with your complaint promptly. Keep you informed at all times throughout your involvement with us as to what to expect and when to expect it. Let you know as soon as possible if we are unable to help you.
We will make a difference Our Service standards We will... Be an independent voice and use our experience to inform debate within the legal and ombudsman sectors. Help improve the complaint practices of service providers. Identify the main causes of complaints and feed best practice information back to service providers. Publish ombudsman decisions on our website, which will include information that is accurate, easy to find and understandable You can expect us to... Listen to, consider and learn from feedback we receive. Engage with service providers to provide support based on our learning. Provide information and learning to service providers by delivering external course.
