As an organisation we are committed to providing a customer focused, consistent, credible and continuously improving range of services and as such we are committed to listening and responding to our customers, staff, associates and partners.
We want to improve the services we provide and are committed to giving all those we deal with the opportunity to express satisfaction or dissatisfaction with our services, policies, processes and procedures. We always welcome the opportunity to put things right when a problem has occurred and where possible to make changes to improve services.
We will record all compliments, comments and complaints and analyse all feedback received to make further improvements to services. You can make a compliment, comment or complaint by phone, fax, in writing whether by letter, email or by completing our online feedback form. We aim to resolve all problems as soon as possible, and in many cases it should be possible to deal with them immediately. If we cannot resolve your complaint immediately we will acknowledge receipt of your complaint within 2 working days and aim to respond in full within another 5 days. If we cannot do so we will keep you informed of progress towards a full reply.
We have a range of customer care standards and these are summarised below:
Our Quantative Customer Care Standards
• We will greet you within 5 minutes of your arrival at our reception desks
• We will aim to answer all phone calls within 15 seconds
• We will respond to all voicemail messages within 24 hours
• We will respond to all written correspondence within 15 days
• We will survey for customer service feedback at least bi-annually
How we monitor our Standards
• Reception staff will monitor reception waiting times and feedback will be passed to the Quality Manager
• Phone statistics are produced from our phone recording system monthly
• Customer Satisfaction survey will monitor correspondence times
We value your feedback. If you have any comments on VT Four S services please contact Yvonne Bray, Quality Manager at customercare@vtplc.com or telephone 0800 073 4444 x.834567.
