To answer all telephone
calls for consumer advice within ten seconds,
(this may be an automatic message at times, but
we will return your call within one working day
or at a time convenient to you)
To give advice to telephone or personal enquiries
there and then
To all letters within ten working days of receipt
To provide initial response
to all written requests for consumer advice within
three working days
To provide initial response to all business requests for service within five
working days
In complex
cases which take longer we will give you a date
for a detailed response
We will keep you informed of progress on any
outstanding matter and advise you of anticipated
dates of further action
