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.

We now also have easy English versions of the charter.

Community feedback is reflected in the charter; and we are now seeking feedback on it. Please visit the YourSay page to provide feedback on the charter by 12 January 2023.

You can download a copy of the client services charter (PDF 734KB), easy English version (PDF 689KB), or Easy English basic version (PDF 146KB), or contact us for a printed copy or accessible version.