Customer Charter

 

NSL is committed to providing a great service to clients and customers alike. Our customer charter, built on NSL's Vision and Values, lays the foundation for working in all parts of our business.

• All of our customer facing staff will be easily identifiable, well presented and be well trained to deliver the service you require.
• We aim to provide an efficient service in a customer focused and courteous way, resolving client or stakeholder enquiries first time where possible.
• All matters will be treated in confidence. Our staff will work with you in a sensitive and discreet manner.
• We will always seek to protect and enhance your reputation and will work with integrity at all times.

• We will be consistent and fair in the way we deliver our service and treat all stakeholders equally.
• We will seek to provide the service you require, but will always work with you to identify ways of doing things in a better and more cost effective way. We will work innovatively and flexibly with you.
• Where we are not able to provide information to stakeholders immediately, we will liaise with the necessary departments on your behalf to get any enquiry resolved within agreed timescales.
• We value diversity, promote equal opportunity and will work with you ethically to deliver the service you require.

• We will be responsible and accountable for the accuracy and quality of our work and are committed to investing in our staff development so we can help you more efficiently.
• We will respond to any formal complaints quickly and within agreed timescales
• We will commit to supporting any corporate aims to deliver customer care and will seek to work within your agreed standards.
• Where legislation, regulations or policies change we will ensure that any necessary changes are promptly and properly completed.

• We take responsibility for our actions and will work transparently with you to ensure that together any issues are quickly and easily resolved.
• We will admit our mistakes and support any stakeholder's right to appeal against any action. We aim to learn from experiences and then do better.
• We will share best practice across our business and seek to understand your needs, so that the best solution can always be deployed.