Our commitment to you:

Being accessible

Our main operational offices are open Monday to Friday from 8:30am – 4:30pm (except for Bank Holidays). You can contact us by telephone on 08456 099 991 or via e-mail info@nwes.org.uk. If the person you wish 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.

Performance

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.

Quality

We have attained Best Companies 3 Star Accreditation, and a place on the Sunday Times 100 Best Companies to Work For, in the Not for Profit sector. We are a BEIS (Department of Business, Energy and Industrial Strategy) approved Enterprise Agency.

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 a 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.

Complaints

We follow a standard procedure to ensure we investigate your complaint fully and fairly:

• Some complaints can be dealt with immediately. Where this is not possible, we will acknowledge your complaint in writing or by telephone 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 five 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.

Commendations

A commendation is passed to the appropriate manager who will make sure the people concerned are thanked.

Contact us with a complaint or a 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, Lake Business Centre, Crossbank Rd, King’s Lynn, Norfolk  PE30 2HD. You can also send an email to michele.stewart@nwes.org.uk or telephone 01553 970044

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.