OLD Customer Service Charter

Customer Service Policy

Oakwood wants to put the Client and their dogs at the top of its agenda. This customer service policy sets out what this commitment means in practice. What our Clients can expect from us whilst balancing the needs of the dogs.

Our customer service policy makes clear the Company's commitment to provide excellent services that offer value for money. Key to achieving that vision is a good relationship with our Clients.

If we don't meet your needs as expected please tell us......... email gill@oakwoodcanineservices.co.uk with your comments or feedback. We can't improve if we don't know.

1. Why have a policy?

Clients have an expectation of the services we provide. It is important that you know what to expect from us in terms of service so that you can measure whether we are successful or not. We provide a wide range of services and employ a number of staff. It is important that all of our staff understand and deliver the same high quality service irrespective of the area that they work within.

2. Our Customer Charter

Oakwood wishes to be an organisation that puts the needs of the customer first. Our staff are committed to providing a responsive, caring and professional service.

We promise to:

  • Act in a professional manner and be polite at all times whilst providing a friendly service, showing respect and sensitivity

  • Treat you fairly - demonstrating our commitment to equality and diversity

  • Deal with your enquiry accurately, promptly and efficiently or explain the reason for any delay

  • Recognising and responding to your particular needs through discussion

  • Listen to you and ask for your views both positive and negative

  • Keep our promises

  • Take Ownership - Ensuring all messages passed onto colleagues are actioned as promised

  • Be open and honest and explain our decisions

  • Apologise when we make a mistake and put things right

  • Accept your right to complain and guarantee a full investigation and considered response

  • Treat you and your data with respect and confidentiality

  • Establishing service standards and monitoring our performance

  • Continuing to develop our teams’ expertise and skills

We would like you to:

  • Give us the information we need to help both you and your dog

  • Keeping us informed of any changes that may affect your training or communication with us

  • Treat all our employees appropriately and with respect

  • Help us to improve by giving us your views and suggestions

If we don't do as we say in this charter, please tell us.

3. Our customer standards

We aim to:

  • Answer the phone within seven rings unless we are dealing with a client or dog.

  • Return your call within one working day if you have left us a message

  • Reply to letters within 5 working days

  • If your query can't be resolved within 2 days we will contact you to explain why and give you timescales

  • Acknowledge emails within 48 hours and respond fully within 48 hours.

  • Respond to complaints within 24 hours.

Other commitments:

  • Resolve your query at the first point of contact or provide you with the details of who can help, together with timescales

  • Communicate in plain language

  • Make sure our building and other buildings we use for the provision of our services are accessible

  • Respect your privacy, offering private areas for discussion if required

  • Have well-trained and confident staff that have the skills and knowledge to do the job

What we ask of you:

  • Treat all of our staff with courtesy and respect, avoiding unacceptable behaviour

  • Give us the information and documentation we need to help you

  • Help us by telling us when we do not meet your expectations, giving your views and suggestions in a positive manner

4. How will we monitor this policy?

We will:

  • Make it easy for you to make a complaint, comment or suggestion - we have a dedicated website form and email address specifically for this

  • Monitor complaints to ensure we learn from our mistakes - make any changes needed to processes to ensure situations don’t occur again for other clients

  • Monitor our performance against these standards and policy

  • Train and support our staff in providing better customer service

  • Use customer surveys to regularly gather customer feedback