Customer Service Standards

Summary of LFE’s Customer Service Standards:

Phone Calls

• Maximum of six rings before answering calls.
• Maximum response time to initial phone enquiries is two working days (or within two working days of the required member of staff’s return to work).
• Mobile phone messages returned within one working day (or within one working day of return to work).

Emails

• Acknowledgement within a maximum of two working days (unless later deadline is specified by the customer).
• ‘Out-of-Office’ email responses (weekend or after business hours) are followed-up within two working days of return to work.

Written Correspondence

• Response to enquiry made within two working days.

Complaints and Compliments

• LFE’s Complaints and Compliments Policy provides the framework within which anyone who has experienced dissatisfaction with LFE can raise their concerns, along with the procedure for reporting and recording compliments.