Fedcap are committed to providing a high-quality service to everyone we deal with. In order to do this, we
need to outline our expectations as an organization.
Our standards:
1. Excellent delivery and service
2. Communication
3. Value
4. Encourage feedback on our services
What you can expect from us:
- Excellent delivery and service
- We will be available to answer your enquiries during the published opening hours,
- We will always try to answer all calls within 3 rings. Our staff work remotely due to Covid- please understand that calls may take a little longer to be answered during this time.
- Treat you with respect, courtesy, empathy and fairness,
- We will use plain language, and avoid using jargon where possible,
- We will not make promises we cannot keep,
- Communication
- We will acknowledge all e-mails or voicemails within 24-48 hours (two working days); Fully responding within 5-10 business days depending on the nature and complexity of the request.
- Ensure that all communications linked to Fedcap procedures are adhered to within the established timescales of those procedures,
- Ensure that all staff to have an active ‘out of office’ reply issued should you send an e-mail when they are away from the office which provides contact information for a back-up person to address any urgent matters during their absence.
- Values
- Ensure that our network is welcoming both in its environment and its culture.
- Treat you as an individual by understanding your unique circumstances, expectations and ambitions as we support you in achieving your desired goal.
- Endeavour to meet your individual needs by offering a tailored customer journey.
- Provide staff members that are customer centric focussed.
- Provide a solutions-focused response to any query.
- Encourage feedback on our services
- We will encourage your feedback so that we can seek to improve our services.
- We will make it easy for you to pass on your comments, compliments or suggestions about the service you receive in a simple and safe way.
