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Our membership team retains accreditation of the Customer Service Excellence Standard (CSE), a recognised independent benchmark of excellent customer service.
We want our members to receive a better level of service than they would receive elsewhere. To achieve this, our membership team sets stringent performance targets and regularly surveys members to see how our service is being received. The feedback we obtain guides improvements to our service.
Here is a selection of some of the comments we received via our survey:
"Help is always at hand. Staff are very helpful and understanding. I am treated fairly."
Over the past 12 months, only 0.11% of all telephone, letter and email enquiries received by the Membership team resulted in a complaint.
When measuring quality, we take into account many factors such as: