February 2026

1. Our Purpose

We are committed to providing our business customers with timely, accurate, and professional support. Our goal is to ensure that your operations run smoothly and efficiently, resolving enquiries promptly while maintaining the highest standards of service.

2. Our Commitment to Business Customers

Responsive

• Answer calls promptly within agreed service levels.
• Provide clear expectations regarding wait times and callbacks.
• Respond to emails, messages, and tickets within stated timeframes.

Accurate and Reliable

• Provide precise, up-to-date information relevant to your business.
• Take ownership of each enquiry until full resolution.
• Follow established processes to ensure consistent, high-quality service.

Professional and Respectful

• Treat all business customers with courtesy, professionalism, and empathy.
• Listen actively and understand your business needs before offering solutions.
• Communicate clearly and formally, avoiding unnecessary jargon.

Secure and Confidential

• Protect sensitive business and client information in line with privacy laws and internal policies.
• Access only the information necessary to resolve the enquiry.

Transparent and Accountable

• Explain processes, outcomes, and decisions openly.
• Admit mistakes promptly and take corrective action.
• Invite feedback and use it to improve services for all business customers.

3. What Business Customers Can Expect

• Professional agents trained to handle complex business enquiries efficiently.
• Consistent service quality across all communication channels (phone, email, chat, social).
• Fair and respectful treatment for all business accounts.
• Clear escalation pathways for urgent or critical issues.
• Follow-up to ensure issues are fully resolved in line with SLAs.

4. What We Ask from Business Customers

• Provide accurate and complete information relevant to the enquiry.
• Treat our team members with courtesy and respect.
• Use appropriate channels for urgent or complex requests.
• Provide feedback to help us continuously improve service quality.

5. Service Standards for Business Customers

6. Escalation & Complaints Handling

• Acknowledge complaints within 1 business day.
• Assess and resolve complaints fairly and promptly.
• Offer alternative escalation options if the issue remains unresolved – see below

Complaint Escalation Process

Step 1 – Initial Complaint

• Responsible: Team Leader Stacey Clothier
• Email: [email protected]
• Response: Confirmation of receipt within 4 hours if the issue cannot be immediately resolved

Step 2 – Trade Service Escalation

• Responsible: Trade Service Manager Sue Morris
• Email: [email protected]
• Response: Acknowledgement within 4 hours if still unresolved

Step 3 – Head of Contact Centre Escalation

• Responsible: Head of Contact Centre Helen Dodds
• Email: [email protected]
• Response: Acknowledgement within 4 hours if not yet resolved