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Our Customer Standards
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Our Commitment to You
We do our best to provide the highest possible standard of service to our customers.
We promise to treat everyone fairly, courteously and sensitively.
We will try to achieve the following standards at all times:
- we will answer your call within 4 rings;
- our staff will give their name on answering your call;
- we will only transfer your call when it is certain that the recipient is the appropriate person to deal with your enquiry;
- letters will be answered within 10 working days of receipt (complex letters within 20 days);
- letters will include the name and contact details of the person dealing with the matter;
- e-mail messages will be responded to within 5 working days.
How We Meet These Standards
Monitoring systems show that this is how we performed in 2007 (January – December):
- Letters answered within 10 working days - 100%
- E-mail messages replied to in 5 working days - 99%
In many cases, we managed to exceed the standards, for example picking up the phone in under 4 rings and responding to e-mail messages on the day of receipt or the following day.
Handling of Personal Documents
We will do our utmost to ensure that your personal documents are handled discreetly and carefully, and returned to you safely.
We have a policy of returning items such as passports by special delivery and birth certificates by recorded delivery.
If you prefer not to post original documents to us, you can bring them in person to the reception point at Howden House, where they will be photocopied and given back to you.
Feedback
We welcome and value your comments, complaints and suggestions about how we run our service.
We would like to hear from you if:
- you feel that you have received a good service from us or there is a particular part of our service that you like;
- you would like to suggest ways in which we can improve our service;
- you are unhappy about the way a member of staff helped you or with the level of service you have received;
- you feel that you have been treated unfairly, insensitively, or discriminated against.
You can e-mail your comments to us at studentfinance@sheffield.gov.uk
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