Guidance

Our customer charter

Updated 28 March 2014

Applies to England, Scotland and Wales

You told us what is important to you.

Right treatment

You can trust us to:

  • do what we say we will do
  • be helpful, polite, and treat you fairly and with respect
  • try to understand your circumstances
  • follow processes correctly
  • tell you what to do next if you’re not satisfied with how you’ve been treated
  • protect your personal information (our personal information charter tells you more)
  • investigate all reports of fraud, to protect public money

Getting it right

We will:

  • provide you with the correct decision, information or payment
  • explain things clearly if the outcome is not what you’d hoped for
  • say sorry and put it right if we make a mistake
  • use your feedback to improve how we do things

Keeping you informed

We will:

  • deal with your request the first time you contact us, or as soon as we can
  • tell you what will happen next, and by when
  • keep you updated of progress

Easy access

We will:

  • make more of our services available online, to use at a time that suits you
  • publish information about benefits and services online at GOV.UK
  • explain clearly how to contact us in other ways

In return, we need you to:

  • give us the correct information at the right time
  • tell us when something changes
  • be on time for any appointments
  • treat our staff with respect