Meeting your Needs

We aim to provide you with the best possible service. This is our commitment to you:

When you submit an appeal or claim, we will:

• make a quick decision on whether we can deal with it;
• write to you within 10 working days of your appeal being received and let you know what action we will take.

If you write to us or request information, we will:

• answer any questions you ask as fully as possible;
• if you need a written response, give it to you within 10 working days.

If you phone us, we will:

• aim to answer your call within 20 seconds. If we can't, you can leave a message on our answer phone and we will get back to you within one working day;
• answer the questions you ask professionally and without being biased; and
• tell you who you are speaking to.

When you come to the hearing, we will:

• meet you and explain what will happen during the hearing:

and

• give you any help you need, answering any questions you have.