NHS Digital Customer Service Function Charter

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

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

Feedback

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

We will:

• take positive action to make our service accessible to all our customers
• treat all our customers fairly regardless of any factor including but not limited to protected characteristics listed in the Equality Act 2010