Ross and Roberts Ltd - Civil Enforcement Agents

Company Policies

• Code of Practice
• Data Protection
• Customer Care
• Health and Safety
• Complaints Procedure
• Equal Opportunities & Diversity Policy
• Race Equality Policy
• Environmental Policy
• Insurance Policies
• Recycling

Customer Care

Ross and Roberts Ltd are committed to providing the best possible services to our customers and clients.

In order to achieve this we will ensure that the following standards are maintained:

• Customers will be attended to within 5 minutes of arrival.
• Letters will be replied to within 10 working days or promptly acknowledged.
• Answer the telephone within five rings.
• We will always be polite, respectful and honest to our customers without discrimination.
• We will give our names, if requested, when dealing with telephone queries and wear name badges, when dealing with customers face to face.
• We will employ fully trained staff to answer written or verbal enquiries accurately and clearly.
• We will conduct regular client surveys to ascertain your views on how our services may be improved.
• We will give our customers choice in accessing our services, be it face to face, over the telephone or by electronic means.
• We will provide a fair and simple process to use our complaints service if customers do not receive the service they would like.
• We will constantly review and update our services and strive for continuous improvement in quality, efficiency and cost-effectiveness.