Our vision and commitment for customer services is ‘to provide solutions that engage, empower and enable our customers to lead a better life’. This strategy outlines our direction over the next two years for each service channel, by ensuring excellent access to services for our customers. We will align this strategy with our Digital Direction Statement, ensuring customer’s gain the information and services on line where appropriate 24 hours a day, seven days a week. Where customers visit or telephone us we will do all we can to ensure their query is dealt with at the first point of contact in line with our current customer service standards and ‘act on contact’ principles.
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