New client services charter

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.

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 new charter (2023-2025) is available here:

In late 2022 and early 2023, we held an 8-week community consultation on the charter. Feedback from this consultation is reflected in the charter and in the listening report (Word 1,444 KB, PDF 371 KB). More information about the consultation is also available on the YourSay page