Customer Service Standards

The Guinness Partnership aims to provide the best possible service to our customers when they contact us or we contact them.

These are the main standards that you can expect from all the companies within The Guinness Partnership:

If you telephone us:

• We will provide you with the opportunity to speak to someone or leave a voicemail message within 20 seconds.

• Our staff and contractors will always give you their name.

• If you leave a message we aim to get back to you by the next working day.

• When the offices are closed we will inform you of our out of hours service, together with when the offices will next be open.

If you write or send us an e-mail:

• We aim to provide a full response within 10 working days.

• If we are unable to provide a full response within the 10 days we will let you know who is dealing with your letter/e-mail and when you can expect a reply.

If you visit us at our main business premises:

• We will publish our opening hours on all offices, with our out of hours' emergency numbers.

• We will keep our reception areas clean, tidy and welcoming, and we will also provide up to date information.

• We aim to see our customers within 10 minutes of them arriving.

• If you have made an appointment we will ensure that you are seen on time.

• We will provide private interview facilities.

If we or our contractors visit your home:

• Our staff and contractors will always give their name and show you their identity badges.

• When you ask for a home visit we will offer you an appointment.

• We will leave a card with details of who called and a contact telephone number if you are not in.

• We aim to contact you on the day before if we are unable to make our appointment.

Equality and Diversity:

• We will treat all of our customers courteously, fairly and with respect.

• We will make our business premises accessible.

• We will provide assistance for those who need it, including interpretation, Braille, audio tapes etc.

• You have the right to see personal information that we hold about you.

If we get anything wrong:

• We welcome spoken and written complaints.

• We will apologise and aim to put it right.

• We will keep you informed of how we are going to put things right.

• We aim to learn from our mistakes.

If you would like any help or advice about any of the above please contact your local office.

For a downloadable copy of these service standards please click here.

We are committed to taking every possible step to ensure that our applicants, customers, employees, as well as the organisations we work with, are treated equally with dignity and respect.

Please click here to see our Equality and Diversity Policy

We value your feedback, both positive and negative, so if you feel that there is something we are doing right, or something we are doing wrong, please do not hesitate to contact us and let us know. Hopefully the vast majority of problems you might have can be sorted out quickly and informally, but should you wish to make a formal complaint, please click here to see our Complaints and Compliments Customer Guide and Form.

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