Quality of serviceBusiness Link Northwest is committed to the delivery of high quality services that meet the needs of businesses and individuals within the North West region. It is our aim to reply promptly to all enquiries and correspondence.
Our promise to youThe customer is at the heart of our operations and everything we do we undertake to:
- Deliver a professional service through staff who are trained in their areas of specialism, and in the general needs of our clients, and who will clearly explain services that are relevant to your needs.
- Provide clear, easily accessible information and be realistic about the help we can provide.
- Respect your opinion at all times and act in your best interests.
- Treat all information in the strictest confidence, hold it securely and only pass it on with the customer's permission.
- Be impartial.
In your dealings with us:
- You will receive a warm welcome and be dealt with courteously, speedily and efficiently by a named contact.
- You will be treated in full accordance with our Equal Opportunities and Health & Safety Policies.
- All appointments and agreed timescales will be honoured or, in exceptional circumstances, an explanation will be given and amended arrangements agreed.
- We will strive to use language and terminology, which is clear and understandable.
- If you are referred to another organisation or we introduce other service providers, we will ensure that high quality service standards exist and that you are satisfied with the service.
How can you help us to help you?
- Give us full and clear instructions of your needs.
- Tell us if you have any important time limits.
- Make sure we have understood each other correctly – ask us if you are not sure about anything.
- Ask if you have concerns about the service or any information we may have given you.
- Have all relevant paperwork with you for appointments.
- Tell us if you feel you are not receiving the service you expected.
- If you have a question, ask it.
We judge our performance in meeting your needs against the following criteria:
- Accuracy – of the information we provide.
- Appropriateness – of the services we provide to you.
- Impact – whether our service makes a material difference to you or to the performance of your business.
- Relationships – that we really understand your needs and become an extra resource to you.
- Professionalism – what we do and how we do it. All our staff must be up to the task and impress you.
- Responsiveness – we meet your needs in an agreed timescale.
Information and opennessBusiness Link Northwest produces three-year rolling Corporate and Annual Business Plans all prepared in conjunction with our local partners. Summaries of the plans are available for review at our offices, along with our Annual Report and Accounts.
Continuous improvementWe are constantly working on improvements in everything we do and we welcome your general comments on our services either by letter or e-mail. If we have not met your needs or you feel that our service has not met the standards you expected then please tell us.
We will thoroughly and impartially investigate all complaints and listen to all suggestions in line with set quality procedures. If you are still dissatisfied then you can request an appeals procedure be followed.
We welcome all feedback, negative and positive!
If you wish to make any comment, in the first instance you should register it with:-
Beryl Richmond
Quality Performance Manager
Business Link Northwest
City Office Park
Bluebell Way
Preston
Lancashire
PR2 5PZ
Tel: 01772 790181
Mob: 07917201732
Beryl.richmond@businesslinknw.co.uk
Data protection All information is treated in the strictest confidence and as a data user Business Link Northwest is registered, in a number of categories, with the Data Protection Commissioner: Registration Number Z9767475. Data subjects (individuals) have the right of access to data held about themselves on computer and, where appropriate, can have the data corrected or deleted. Where data is used for distributing information to the data subjects, they have the right to object to their own data being held for that purpose.