Customer Care Policy Statement

As an organisation we are committed to providing a customer focused range of services aligned to our values of accountability, engagement, partnership and integrity.  We are committed to listening and responding to our customers, staff, associates and partners.

We want to improve the services we provide and are committed to giving all those we deal with the opportunity to express satisfaction or dissatisfaction with our services, policies, processes and procedures.  We always welcome the opportunity to put things right when a problem has occurred and where possible to make changes to improve services.

We will record all compliments, comments and complaints and analyse all feedback received to make further improvements to services.  You can make a compliment, comment or complaint by phone, fax, in writing whether by letter, email or by completing our online feedback form.  We aim to resolve all problems as soon as possible, and in many cases it should be possible to deal with them immediately.  If we cannot resolve your complaint immediately we will acknowledge receipt of your complaint within 2 working days and aim to respond in full within another 5 days.  If we cannot do so we will keep you informed of progress towards a full reply.

We have a range of customer care standards and these are summarised below:

Our Quantitative Customer Care Standards

• We will greet you within 5 minutes of your arrival at our reception  desks
• We will aim to answer all phone calls within 15 seconds or 5 rings
• We will respond to all voicemail messages within 24 hours
• We will survey for customer service feedback at least annually

How we monitor our Standards

• Monthly phone statistics are produced from our phone recording system
• The annual Customer Satisfaction survey will monitor general levels of satisfaction and our responsiveness

We value your feedback. If you have any comments on Babcock 4S services please contact Emma Tranter, Quality Co-ordinator at customercare@babcock.co.uk or telephone the main switchboard 0800 073 4444.