Guidance
Our customer charter
Updated 28 March 2014
Applies to England, Scotland and Wales
© Crown copyright 2014
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This publication is available at https://www.gov.uk/government/publications/our-customer-charter/our-customer-charter
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