We will be courteous, respectful and helpful every time you contact us.
When you make an enquiry regarding our service you will receive a reply from us no more than 3 days from receipt of request.
If you have made a request for an item you will receive this within 24 hours from receipt of request. If for any reason we cannot fulfil your request within this identified timescale, we will acknowledge your request and inform you in writing of how long it will be before we can meet your requirements fully.
In the case of an emergency delivery request you will receive this within a 2 hour timeframe from request.
We will seek to offer the most commercially competitive rates for our service.
We will be flexible in our service with the capability to accomodate changes in our clients’ requirements.
Our staff will be knowledgeable of the facts and conditions of our clients’ requirements along with those of the C&V Data Management Services Ltd.
Our staff will listen to our clients and give attention and/or careful consideration to what is said by our clients.
The information we provide to our clients will be reliable and trustworthy so that our clients can depend and have confidence in the abilities and the truth of the service that we provide.
As a company we will provide information and/or responses to our clients in a timely manner.
We will get our service right first time.
Openness
We will adhere to the service standards above and those set our by our ISO 9001 accredited status.
When you visit out Records Centre you will be welcomed and each member of staff you interact with will identify themselves by name.
When you telephone our offices, we will identify ourselves by name.
Our communication with our clients whether verbal or written will be easy to understand, and, unless system generated paperwork, the person writing to you will give you his or her name.
Accessibility
When you telephone our offices you will reach us on your first attempt.
When visiting our offices you will be assisted promptly at the time arranged with us.
Accountability
If things go wrong with the service that we provide to you, at the very least you are entitled to a good explanation as to how and why this has occurred accompanied by an apology.
Your complaint will be handled in a constructive way.
If you are not satisfied with the explanation provided or with our service, you may request a non-conformance to be raised via our ISO accredited status which will then be passed to the Quality Control Manager for the company who will investigate the complaint and take corrective steps where required to regain the position of the company.
