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

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”.

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