Response Time Frame

As and when a client call is received and we have not been able to answer we aim to
revert to the client who has left a message or sent an email within the following
timeframes:-

		Last Year 2019 Target Met
Telephone call	24 Hours	90%
Emails	36 Hours	90%
Letters	7 days	95%
Personal callers to the office	24 Hours	95%
3 rd party correspondences received on behalf of our client will be sent to the client within 7 days of receipt – 95% target met.
Complaints received, we aim to acknowledge within 7 days of receipt Of the complaint and 21 day to fully responds to the complaint		95%
Cases with Conclusion	3-6 Months	85%
	6-9 months	10%
	9-18 Months	4%
	18-24 Months	1%

“Providing in excellent Customer Care”.