Service Charter

The basis of our relationship

To be effective, we believe that professional relationships need to be based on

  • mutual trust
  • mutual support
  • mutual respect
  • mutual integrity

As a result, it’s important to us that our clients share these values.

In practice that means that:

We aim to…

Do everything possible to:

  • Keep you fully informed about what’s happening on your projects/orders, and complete every task on or ahead of time – so that you never have to prompt us
  • Operate on the principle that a problem isn’t solved, or a piece of work finished, until you are 100% satisfied
  • Reply to every telephone message the day you call us
  • Reply to (or at least acknowledge) every letter or email on the day we receive it
  • Maintain the high standards of integrity, honesty, openness, professionalism, and confidentiality that you rightly expect from us
  • Refer our contacts to you where we believe they could benefit your products and services
  • Always be on the lookout for new ideas that could help you to build an even more successful business and achieve your business goals
  • Do what we say we are going to do, when we say we are going to do it

You aim to…

  • Do everything possible to:
  • Maintain the high standards of integrity, honesty and openness that we rightly expect from each other
  • Tell us immediately if we do anything that you are unhappy with
  • Do the things on your action plan – including providing us with any information and answers we need to carry out our work – within the mutually agreed timescales for those action points
  • Pay us according to the timetable we agree on in advance
  • Refer your internal contacts to us where you believe they could benefit from our help