‘Success Through Customer Care’

A key part of The Directorates service to you, our customer, is to provide services that get it right first time. This includes a commitment to publish and monitor our customer care standards.

The Directorate has developed these standards through consultation with customers and staff. The standards are our commitment to you and what you can expect from us.

Standards have been developed for each area of communication such as face to face, by telephone, e-mail and post and are the minimum standard expected. Some Sections within the Directorate may have higher standards which will be shown through their SLAs or procedures and outlined on their web pages.

For further information, download the Customer Care Standards leaflet below.

Downloadable Documents

• Customer Care Strategy (PDF - 390KB)
  • Customer Care Charter (PDF - 44KB)
  • Customer Care Standards leaflet (PDF - 45KB - DFM Staff Only)
• Directorate Feedback Form

To download and read PDF documents, you will need Adobe Acrobat Reader. This should already be installed on University computers.