NWES is committed to providing the highest levels of customer service, as embodied in our Customer Charter. Our commitment to you:
Our main operational offices are open Monday to Friday from 08:30 – 16:30 (except for Bank Holidays). You can contact us by telephone number 0845 60 99 99 1 or via e-mail firstname.lastname@example.org
. If the person you want to speak to is unavailable, a colleague will deal with your enquiry or you can leave a message. We will return your call within one working day unless we explain otherwise during your call.
We will ensure that we are responsible and accountable for the quality of every aspect of our work and the advice we provide. We will seek to continuously improve to ensure that the service we provide meets and exceeds your expectations..
We are SFEDi accredited, we have attained Best Companies 2 Star Accreditation and a place on the Sunday Times 100 Best Places to Work in Not for Profit Sector, compliant with Customer First and ISO 9001 as well as being a member of the National Enterprise Network and finally, a BIS (Department of Business Innovation and Skills) approved Enterprise Agency. Our front line staff will normally wear name badges and give their names on the phone and in all letters and e-mails.
Being fair and inclusive
We will always try to treat you fairly and consistently. We recognise that we have a huge range of customers, with different needs, and aim to ensure that nothing stands in the way of everyone receiving the same good service. We can cater for those living in a modern varied society, by offering translations of relevant information and providing access to our sites for those with disabilities.
Being polite, sensitive and respectful
We want to fully understand your needs. Our staff will behave in a polite and professional way and respect your rights. In return, we expect our staff to be treated properly. We will not tolerate verbal or physical abuse against them.
Privacy and Security
We will treat your personal information in the strictest confidence, ensuring that details of your service are only discussed with you or an authorised representative.
How to make a complaint or a give commendation
Our staff are dedicated to providing a professional service and getting things right first time. Despite our best endeavours, we recognise that things may not always meet your expectations.
We want to know what you think. If you are unhappy, we want to understand why so we can put it right. We also want to know when we have done a good job so that we can continue to do so. All feedback is reviewed regularly so that we can learn from what you are telling us and improve our service.
We follow a standard procedure to ensure we investigate your complaint fully and fairly:
- Some complaints can be dealt with immediately. Where this not possible, we will acknowledge your complaint in writing or by phone to confirm that we have understood your concerns correctly. We will tell you who is dealing with the complaint and how they can be contacted.
- We will investigate your complaint and respond within 5 working days. We will also inform you of any actions and ensure you are satisfied with those actions
- If you are not satisfied with our reply, please let us know why. We will investigate further and, where necessary, raise your concerns at a more senior level.
- We will keep you informed of progress and provide a final reply when investigations are complete.
A commendation is passed to the appropriate manager who will make sure the people concerned are thanked.
How to contact us to make a complaint or commendation
You can let us know what you think of our work, or work being done on our behalf in the following way:
By letter addressed to: Mrs Michele Stewart, NWES, Norwich Enterprise Centre, 4b Guildhall Hill, Norwich, Norfolk, NR2 1JH. You can also send an e-mail: michele.stewart@nwes .org.uk or telephone 01603 227840.
If you prefer, you can ask someone else to speak to us on your behalf. To help us communicate with you more easily, please tell us if you have any specific needs.