Client services charter and easy English versions

Our client services charter is about how we must treat our clients. It also explains to our clients what they can do to help us treat them well.

As outlined in the charter, if you are unhappy with the quality of our services or about a decision we have made, you can contact us. If we have made a mistake, we will acknowledge that and work with you to resolve it.

The charter is available here:

We recently held an 8-week community consultation on the charter. Feedback from this consultation is summarised in this listening report (Word 1,444 KB, PDF 371 KB). More information about the consultation is also available on the YourSay page