1.0 Introduction

Devon and Plymouth Chamber is committed to ensuring that high standards of customer service are a feature of its business support and training activities.

Customers having contact with the Chamber should expect to receive a consistent quality service, with close attention paid to their requirements and needs.

Customers receiving any service from the Chamber should expect staff to respond in an efficient, professional, friendly and timely manner.

2.0 Company Policy

Devon and Plymouth Chamber delivers a range of business support services to a diverse range of customers across Devon, SE Cornwall and beyond. Customer Care in these services will be provided by the following types of process:

Enquirers

Enquirers can expect to have any service query dealt with promptly, with many completed during the initial contact with a member of staff. All enquiries will be responded to within 48 working hours by an initial response. All forms of written response will be dispatched to the enquirer within 4 working days. Enquirers can expect that Devon and Plymouth Chamber will monitor how effectively it handles enquiries and seek to improve the service customer’s experience.

Devon and Plymouth Chamber Membership

Customers receiving membership advice can expect the specific nature of the support available to them to be confirmed by their Chamber adviser. They will be provided with a membership pack, which includes their membership certificate, an outline of the benefits of membership, a copy if the most recent Profile magazine, a logo badge and clear information on who to contact should they have a query or a complaint.

Devon and Plymouth Chamber Advice (Members and Non Members): including Export Business Advisors

All customer advice sessions will be delivered as agreed. Advisers will provide clear and impartial advice. Following an advice session, customers can expect to receive a written confirmation of the actions agreed, if this is appropriate.

Training, Events and Export documentation: Members & Non Members

Customers wishing to attend Chamber training courses and/or events, can expect to have their booking processed within 48 working hours and a confirmation to be issued. They can also expect to receive clear attendance instructions and reminders in advance of a course or event. On attending a training course, trainees will be provided with clear instructions, hospitality and a comfortable training experience. All course materials will be provided in a clear and professional manner by the professional trainers or Devon and Plymouth Chamber. Equally, on attending an event, customers will be provided with hospitality and a comfortable event experience. Customers requiring export documentation service can also expect to receive clear advice and timely completion, within 48 working hours on receipt of all necessary input items. Customers can expect that feedback on training, events and export documentation, will be collected and acted upon by Devon and Plymouth Chamber or in the case of training, by the contracted professional trainers. Where a customer wishes to make a formal complaint, Devon and Plymouth Chamber has a Complaints process. All Chamber staff has been briefed on the Complaints Process and its operation.

3.0 Making a Complaint

A complaint is an expression of dissatisfaction from our customers about our products or services. Devon and Plymouth Chamber aims to ensure that:

• Making a complaint is as easy as possible.
• The Chamber treats a complaint as a clear expression of dissatisfaction with our service, which calls for both a timely initial response and then the outcome of our investigation.
• The Chamber deals with complaints promptly, politely and when appropriate, confidentially.
• The Chamber will always respond to a complaint honestly and offer an explanation or an apology where we have got things wrong and what actions we have put in place to stop reoccurrence.
• The Chamber will approach all complaints as a learning experience to further improve our service and customer satisfaction.

In the first instance any concern or problem should be raised with an appropriate member of staff, who should be able to resolve the situation immediately or within 24 hours. If this is not possible or does not resolve the issue, the customer should adopt the formal procedure of submitting a complaint in writing.

Written complaints should be made to:

The Chief Executive
Devon and Plymouth Chamber of Commerce
Unit 5 Derriford Business Park
Brest Road
Plymouth
PL6 5QZ

Devon and Plymouth Chamber will acknowledge receipt of a complaint within 5 working days and respond, detailing the actions to be taken, within 15 days of receiving the written complaint.

Following resolution of the complaint, the Chamber will review its processes and procedures to identify any changes to services, staff training or communications, which would address the specific customer complaint.

All complaints will be recorded on the form attached to this policy for monitoring and for the future improvement of services.

4.0 Confidentiality

Except in exceptional circumstances, Devon and Plymouth Chamber will aim to ensure that complaints remain confidential. However, in some cases the circumstances giving rise to the complaint may make this impossible. In these situations we will discuss this with the complainant individually.

5.0 Staff Action

Chamber staff receiving a complaint raised by a customer, or a formal complaint should ensure that the concern or complaint is recorded as per the Customer Complaints Procedure. This Customer Care Policy lays down the expected level of service customers can expect. DPCC will strive to continue to deliver effective, quality and helpful services. Services will also be regularly reviewed, on a yearly basis, in order to ensure continuous improvement.

6.0 Customer Care and Complaints Policy

The Head of Member Services is responsible for the implementation and updating of this policy.