ANNEX H
WAR PENSIONS
AGENCYSERVICE
FIRST PRINCIPLES
The newly revised War Pensions Agency
Service First Charter details clearly our standards of service.
We will monitor and review our performance and publish the results
against our standards within our Annual Report.
We will continue to look at how we
can make it easier for you to get information from us. The Service
First Charter is available in braille and on audio tape and all
our forms and leaflets are now available in larger size print.
Each year we will arrange for an
independent national customer survey. We will also carry out our
own surveys to find out what you think of our service.
If you would like general advice
or help to fill in your claim form you can phone our Helpline
on 01253 858858 or Textphone 01253 859999. Alternatively, you
can get in touch with your nearest War Pensioners' Welfare Service
office. If you have any problems finding out which welfare office
to contact, please phone the Agency's Helpline.
When you contact us, you can be sure
we will treat you fairly, with courtesy and in total confidence.
Our staff will tell you their names on the phone if you ask them
and any letters we send you will be clear and informative.
We aim to pay the right amount of
money on time.
We try to get things right first
time. If we fail, please tell us. We will apologise, explain what
happened and put things right as quickly as we can.
We are always trying to improve the
service that we give you. We will develop a culture that encourages
creativity and the pursuit of excellence.
We are committed to working more
closely with other departments and agencies in order to provide
a more streamlined service.
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