Building Better Futures

Customer Care Policy

We aim to meet your needs with efficiency, effectiveness, fairness and courtesy by:
• providing a friendly service, showing respect and sensitivity;
• treating you fairly – demonstrating our commitment to equality and diversity;
• recognising and responding to your particular needs;
• dealing with your requests and enquiries accurately, promptly and efficiently;
• respecting your confidentiality;
• offering an explanation if we cannot answer your request/enquiry;
• making effective use of IT services;
• establishing service standards and monitoring our performance;
• continuing to develop our teams’ expertise and skills;
• welcoming your feedback.

COOCI Associates LLP has a comprehensive customer and complaint procedure with the
involvement of Managers/Directors until the matter is resolved to the satisfaction of all parties.

If you would like to make any comments, suggestions, raise a query or make a complaint about
the service you have received, please contact us using our details below. We will respond to
your query within 3 – 5 working days. This policy will be kept up to date, to reflect changes in
the nature and size of the business. To ensure this, the policy and its effectiveness will be
reviewed annually.

Courtesy
All team members are trained in customer service standards, will exhibit customer friendly
service skills and be knowledgeable, professional and courteous in meeting the needs of our
customers.

Communication
COOCI Associates LLP will return all phone calls and emails received from clients within 24
hours. Where we are unable to meet this agreement, we will inform you of this as soon as
possible and agree a new deadline.

Consistency
As part of our commitment to upholding professional standards, we will review our policies
annually to ensure that they continue to meet the business needs and that they are consistently
applied to all our customers.

Complaints
COOCI Associates LLP seeks fair, just and prompt solutions when possible to any complaints
and appeals. All such issues should be directed to the Registered Manager and Data Protection
Officer, Hayley Durbin in the first instance, where they will be acknowledged.
COOCI Associates LLP
Riverside House, 44 Wedgewood St, Aylesbury HP19 7HL
Phone: 01844 221200
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Customer Care Policy
Last reviewed: 25 February 2019

Access to Information
We comply fully with the provisions of the General Data Protection Regulation. Any personal or
confidential information held by us about a client or a team member is fully accessible to that
person or body for review or editing by contacting the Registered Manager and Data Protection
Officer, Hayley Durbin.

Reduce Bureaucracy
Wherever possible, without compromising our legal requirements and professional standards,
we strive to reduce the burden of unnecessary paperwork.

How to Contact Us:
COOCI Associates LLP
Riverside House
44 Wedgewood Street
Aylesbury
HP19 7HL
Phone No: 01844 221 200
Email: office@coociassociates.co.uk