NHS Digital Customer Service Centre Customer Charter 2017

The NHS Digital Customer Service Centre aim to provide a positive experience to all customers who contact us. We'll endeavour to answer all customer enquiries at the first point of contact, and where appropriate, we'll liaise with other NHS Digital business teams to provide expert information on your enquiry.

We promise to

  • provide a customer focused service by employing well trained, multi-skilled and committed people
  • answer all calls in 20 seconds
  • handle emails within 2 hours of receipt
  • respond to all enquiries within 10 working days
  • tell you what we'll do next if we cannot answer your enquiry
  • keep you updated on the progress of your enquiry
  • be professional in our approach
  • do what we say we'll do
  • be helpful, polite and treat you with respect
  • perform surveys to seek your feedback
  • use your feedback to improve our processes and standards
  • protect your personal information

You can help us by

  • giving us all the information we need to help you
  • asking us to explain anything you're unsure about
  • telling us when something changes
  • treating our people with respect
  • providing us with useful and informative feedback about our service

Equality and Diversity

We'll take positive action to make our service accessible to all our customers.

We'll treat all our customers fairly regardless of any factor including but not limited to protected characteristics listed in the Equality Act 2010.

How to contact us

Telephone: 0300 303 5678

Email: enquiries@nhsdigital.nhs.uk