Customer Charter

The NE Group is committed to providing a service of the highest quality to all its customers.

Our Mission is:

• To create and grow businesses and jobs, develop knowledge and skills to generate wealth

Values

By setting out our company values we attempt to articulate our corporate personality, this is how we wish to be perceived by partners, customers and staff. We have worked on these values over the past few years and have refined them to a standard that we consistently work to:

• We are an ambitious, entrepreneurial and innovative team
• We work in a creative, supportive environment, one team working to deliver with excellence and achievement
• We use technology to best advantage in all that we do
• We operate with integrity and seek integrity in all our professional relationships
• We value our partners and customers who can expect excellent service from us at all times
• We are mindful of the environment around us and take care to protect it
• We offer and expect equality of opportunity in all that we do

The Service We Provide

Whatever business support, information, advice and guidance services you need, you are entitled to be treated with care and professionalism by us or any of our sub-contractors providing a service on our behalf. We aim to always provide easily accessible, high quality, customer focused support services to help organisations and individuals across the East Midlands region and beyond become more successful and achieve their personal goals.

The NE Group will endeavor to ensure that all of our customers;

• Receive a speedy response whenever they contact us:
  • by telephone
  • by email
  • via the website
  • by letter

• When the most relevant member of staff is unavailable, an appropriate email or telephone message will leave an alternative named person to contact

• Feel welcomed, valued and treated with courtesy and respect and have their interests put first

• Receive a professional service from staff who are skilled and knowledgeable to identify quickly and effectively the client’s needs

• Are given accurate, clear and concise information, guidance and impartial advice enabling clients to access and use information to plan and explore the implications for both business development and learning

• Are provided with appropriate services either directly, by signposting or by referral to a suitable alternative provision

• Where necessary, be supported in the transition between services

• Have all appointments and agreed deadlines honored (in exceptional circumstances an explanation will be given and amended arrangements agreed)

• Are treated fairly and will not be discriminated against

• Are assured that all information divulged is treated in the strictest confidence

• Are informed that any information held electronically will comply with the requirements of the Data Protection Act.

Customer Feedback

We are always keen to improve our high level of customer service and welcome any comment, either complimentary or critical; that you feel might contribute to this aim. We regularly obtain feedback by seeking it through research and annual or ad-hoc customer evaluation questionnaires. The results of which, assist us in monitoring our performance in the provision of services and will help us to improve or adapt our services where this has been identified.

Customer Satisfaction

The NE Group is committed to maintaining the highest quality of service at all times, but should you have reason to complain please be reassured that responses to client complaints are prompt and courteous. In this first instance, it is advisable to contact the person you are working with and voice your concerns. If this is not possible or you wish to make a formal complaint, please contact us in writing or by email as detailed below. It is our company policy to acknowledge all complaints and to provide a written response within 10 working days.

Address your written complaints to: Quality Representative, The NE Group, Edwinstowe House, Centre for Business Excellence, Edwinstowe, Nottinghamshire, NG21 9PR

Tel: 01623 827900 Fax: 01623 824070 Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it. Web: www.negroup.co.uk