Skip to main content

NHS Digital Customer Service Function Charter

The NHS Digital Customer Service function is committed to provide a positive experience for all customers.

Our promise

We promise to:

  • make contact between us as easy as we can, and minimise the effort needed, to satisfy your desired service outcome
  • deal with enquiries at the first point of contact wherever possible whilst involving and updating you on progress of any enquiry you have raised
  • be professional in our approach and do what we say we will do, when we promise to do it
  • ensure sensitivity and security to protect your personal information
  • review your feedback to improve our service
  • encourage, empower, and recognise our people for delivering an excellent customer experience

How you can help us

You can help us by:

  • providing us with all the information we need to help you
  • asking us to explain anything you are unsure about
  • telling us if your requirement or situation changes
  • treating our people with respect
  • providing us with useful and informative feedback about our service


Tell us:

  • how we can improve our service
  • what innovations you would like to see
  • what we are doing right, what we can do better

Equality and diversity

We will:

Last edited: 6 December 2019 2:00 pm