CILIP | CILIP Customer Service Statement

As a customer or potential customer of CILIP, you can expect us:

· To provide high quality information and services from high quality staff.

· To treat all customers and potential customers courteously at all times being fair, polite, respectful and professional, regardless of age, gender, race, religion, sexual orientation or disability.

· To consult our customers regularly to obtain feedback on our services and to use that feedback positively.

· To act promptly and efficiently in our dealings with customers, being clear about what action will be taken and when.

· To adhere to quality and procedural guidelines - they exist to ensure good practice and are for the benefit of both customers and staff.

· To ensure our staff are skilled, motivated and have at their disposal the resources to work to a high standard.

· To ensure that our staff adhere to our Core Values which include customer focus, professionalism in all aspects of CILIP’s work and commitment to CILIP’s objectives.

We ask CILIP customers to:

· Treat staff courteously - at all times being fair, polite and respectful, regardless of age, gender, race, religion, sexual orientation or disability.

· Abide by CILIP’s policies and procedures.

· Give us feedback and inform us of any difficulties they experience, when they arise.

· Remember that CILIP will not accept abusive language or threats to its staff and will take appropriate action where these occur.

If you are unhappy with the service you receive:

· If you are unhappy with the service you receive, discuss it first with the person concerned. If this does not lead to a satisfactory resolution then please put your complaint in writing outlining the circumstances to the Head of the Department or team concerned. Details of who to contact can be obtained from Information Services: info@cilip.org.uk

· CILIP’s Complaint Policy and Procedure can be obtained from Information Services.

Updated: 22 August 2006