The Customer Charter defines the commitment of our businesses in the provision of delivering goods and services to you.

It sets out the standards that they comply with in these areas:

• Customer Service
• Goods & Services
• Business Compliance
• Staff Development
• Sales & Marketing
• Complaint Handling

All our businesses are legally bound by our Customer Charter and Code of Practice. This ensures that they, and all of their staff, are aware of their legal obligations and responsibilities.

The Charter has been developed with support from Trading Standards Services to provide an assisted self-regulatory regime by which our businesses demonstrate a commitment to deliver excellence in customer service to you.