Guidance

IPO: Customer charter

Updated 28 July 2020

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This publication is available at https://www.gov.uk/government/publications/customer-charter/ipo-customer-charter

The IPO’s role is to make life better through IP by supporting innovation and creativity. One way we do this is by providing IP services for our customers.

Our customers are everyone who interacts with us and the IP services we provide.

We will:

  • think customer first - Our customers will be at the heart of everything we do. We will prioritise their needs and make every interaction the best that it can be
  • provide fair treatment - We will be helpful, respectful and reasonable. We will treat customers honestly and fairly
  • seek and respond to feedback - We will use customer feedback to drive improvements. We will be accountable when things go wrong, apologise and take steps to put things right
  • simple and accessible - Our services and guidance will be easy to understand. Our communications will be appropriate for the target audience. We will be inclusive when designing services so that they are simpler and quicker
  • high quality and timely - Our customers will be confident in our decisions and information. We will provide both in an appropriate timeframe. The data we make available will be up-to-date and accurate

Our priorities:

1) Strengthen our customer-centric mindset

We will provide excellent customer service in every interaction. Our leaders will role-model a customer focus. We will value the customer-centric skills of our people. We will base our services on customer needs.

2) Understand our customers and use this understanding to drive improvements

We will use accurate, joined-up customer information to inform our work. We will engage with our wide range of customers and tailor our services to their needs. We will seek feedback and act on it.

3) Ensure customer focused activity is consistent and coordinated

We will have the right internal structures to support collaboration and consistency. We will take a strategic approach to our customer engagement.

IPO customer service standards:

IPO customer service standards let you know the levels of service you can expect.

How you can help us

We ask that you:

  • read and follow the guidance on our website
  • use our online services or communicate with us electronically whenever possible
  • provide the correct information and take reasonable care to avoid mistakes
  • keep track of deadlines and respond at the right time whenever possible
  • help us keep official registers up to date by telling us when something changes
  • understand that you may not get the outcome you want
  • treat our staff with respect - we will not tolerate abusive or aggressive behaviour

Tell us how we are doing

It’s important for us to know if we are performing in-line with our customer approach. We value your views.

By telling us what works well, you can help us recognise the efforts of our people and replicate good practice across the organisation.

If the service you received did not meet your expectations, please let us know. Your feedback will help us learn and improve.

Get in touch using our feedback form or by phone on 0300 300 2000.

You can also help us develop and improve our services by joining our User Panel.

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