1. Purpose

At Partridges UK, we are committed to providing a professional, reliable and responsive service to all our customers.

We aim to build strong, long-term relationships through clear communication, consistent service delivery and a proactive approach to meeting customer needs.

This policy outlines our commitment to customer service and the standards we expect from our team.

2. Our Commitment

We are committed to:

• Providing a friendly, professional and helpful service.
• Responding to customer enquiries promptly and efficiently.
• Communicating clearly, accurately and transparently.
• Delivering services in accordance with agreed requirements and timescales.
• Taking ownership of customer enquiries and resolving issues effectively.
• Treating all customers fairly, respectfully and consistently.
• Continually reviewing and improving our services.

3. Communication and Response Times

We recognise the importance of effective communication and aim to ensure customers receive timely responses to their enquiries.

Our standard service targets are:

• Emails: Acknowledged within one working day.
• Telephone enquiries: Answered promptly during normal business hours, wherever possible.
• Urgent enquiries: Prioritised according to their nature and operational impact.
• General enquiries: Resolved as quickly as reasonably possible, with progress updates provided where necessary.

Where an enquiry requires further investigation, we will keep the customer informed of progress and anticipated resolution times.

4. Customer Account Management

Where appropriate, customers will have a designated account manager or primary point of contact responsible for overseeing their requirements.

Our account management approach includes:

• Understanding customer objectives and operational requirements.
• Maintaining regular communication.
• Monitoring service performance and identifying improvements.
• Providing advice and support where required.
• Proactively addressing potential issues.
• Conducting service reviews where agreed.

We aim to develop collaborative working relationships that support our customers’ ongoing needs.

5. Service Delivery

We strive to deliver all services accurately, efficiently and in accordance with agreed specifications.

Our operational procedures are designed to support consistent service quality across warehousing, fulfilment, printing, mailing, merchandise and distribution services.

We will:

• Follow agreed customer instructions and procedures.
• Maintain appropriate quality control measures.
• Monitor operational performance.
• Investigate discrepancies or service failures.
• Implement corrective actions where necessary.
• Communicate any significant issues that may affect service delivery.

6. Complaints and Issue Resolution

We take all customer concerns and complaints seriously and view them as opportunities to improve our services.

Where a complaint is received, we will:

1. Acknowledge the complaint promptly.
2. Record the details and assess the nature of the issue.
3. Investigate the circumstances fairly and thoroughly.
4. Communicate our findings and any proposed resolution.
5. Implement appropriate corrective or preventative actions.
6. Review the outcome to help prevent recurrence.

We aim to acknowledge complaints within one working day and provide a resolution as quickly as reasonably possible.

Where a complaint cannot be resolved immediately, customers will be kept informed of progress.

Significant or recurring issues will be escalated to the appropriate manager or director.

7. Confidentiality and Data Protection

We recognise the importance of protecting customer information and maintaining confidentiality.

All customer information and personal data will be handled in accordance with applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.

We maintain appropriate technical and organisational measures to protect information and support secure service delivery.

Any suspected data protection or information security incident will be reported and managed in accordance with our internal procedures.

8. Equality and Respect

We are committed to treating all customers with courtesy, dignity and respect.

We aim to provide an inclusive service and will not tolerate discrimination, harassment or inappropriate behaviour.

We expect our employees and representatives to demonstrate professionalism and respect in all customer interactions.

9. Continuous Improvement

Customer feedback plays an important role in helping us improve our services.

We regularly review our processes, service performance and customer feedback to identify opportunities for improvement.

Where appropriate, improvements will be documented, implemented and monitored through our management systems.

We encourage customers to share feedback, suggestions and concerns at any time.

10. Employee Responsibilities

All employees involved in customer service are expected to:

• Act professionally and courteously.
• Respond to enquiries in a timely manner.
• Take responsibility for their actions and commitments.
• Provide accurate and clear information.
• Escalate issues when necessary.
• Maintain customer confidentiality.
• Follow company policies and agreed procedures.
• Contribute to the continual improvement of customer satisfaction.

Managers are responsible for supporting employees, monitoring service standards and ensuring appropriate corrective actions are taken when required.

11. Monitoring and Review

Customer service performance will be monitored through appropriate measures, which may include:

• Customer feedback and satisfaction.
• Enquiry and complaint response times.
• Service accuracy and performance.
• Customer complaints and recurring issues.
• Corrective actions and improvement opportunities.

This policy will be reviewed annually, or sooner where significant operational, regulatory or business changes occur.

12. Policy Responsibility

Overall responsibility for this policy rests with the Directors of Partridges UK.

All employees are responsible for supporting its implementation and maintaining the standards outlined within it.