Customer Care

Ross & 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 and emails 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.

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