Customer Service Charter

Our charter sets out our commitment and the standards of service we aim to provide. Our charter applies to everyone who has contact with the Society of Homeopaths, including:

Colleagues
Course providers and their staff
Directors
Media
Members of the public
Members of the Society
Other organisations
Patients
Potential members
Sponsors and Advertisers

Mission Statement

We are committed to providing a high quality professional service which satisfies all customer enquiries by giving clear, consistent, accurate and prompt information

Our commitment

As Society staff we are committed to:

maintaining a professional manner
using plain or easy to understand language
being courteous and helpful
listening carefully
providing clear and accurate information
responding to enquiries and requests promptly
being transparent and accountable
apologising if we make a mistake
being sensitive to special needs
being accessible
advising of all relevant timescales
continuously striving to improve or exceed our service standards

Our service standards

We aim to:

answer all telephone calls within 4 rings
where telephone calls are more complex, arrange to call you when we have the relevant information
send out registers, college lists and application forms the same day we receive the request
respond to letters and emails within 3 working days
keep you informed if we cannot answer your enquiry or request immediately
despatch TradCo goods within 3 working days of receiving an order
respond to feedback and complaints
The Society of Homeopaths aims to use plain English. When we talk, write or phone, inside and outside the organisation, we will present messages and documents in a clear, straightforward and concise way, with the reader or listener in mind.

You can help us by

giving us all the information we need to help you
letting us know if you have any special needs
telling us how we can improve our services
asking us to explain anything you are not sure of

How to contact us

Northampton Office Tel	0845 450 6611 or 01604 817890 (Lines open 8.00am - 4.30pm Mon - Fri apart from a staff briefing session between 9.15-9.30 am)
Fax	0845 450 6622
By email
In writing	The Society of Homeopaths, 11 Brookfield, Duncan Close, Moulton Park Northampton NN3 6WL

Education Office Tel	01803 840187 (Mon, Tues a.m. and Fri a.m.)
By email
In writing	The Society of Homeopaths, Education Office, Foxhole Centre, Dartington Hall Estate, Totnes TQ9 6EB

Since many of our members of staff work part-time please call the Northampton office for individual contact details