Customer Charter

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Purpose and Aims

  • The CDA’s primary purpose is to support Co-operatives and Social Enterprises and groups/individuals setting up such entities.
  • We also support other not for profit organizations.
  • Our primary aim is to help such organizations to becoming sustainable.
  • Our secondary aim is to create a flourishing community of such organizations.

 

Service Standards

  • We make sure that all our advisors receive full training to ensure they are friendly, helpful, efficient and knowledgeable.
  • We ensure that every member of staff is responsible and accountable for the quality of their work.
  • You can expect to receive clear, complete and accurate information, either by phone, online or by e-mail.
  • We use plain English wherever possible and explain any technical terms.
  • We have a clear complaints procedure and will document, analyse, investigate and respond to all complaints.
  • We aim to continually improve our services and performance.

 

Dealing with enquiries

  • We will ensure that all customers are dealt with as quickly and efficiently as possible.  To achieve a level of fairness in our dealings with customers, we aim to deal with all requests in date order.
  • We aim to deal with all telephone enquiries immediately during office hours.  Where necessary we will take your details and call you back.
  • We aim to deal with all written requests as efficiently and accurately as possible.  Response times are displayed on our website and updated regularly.

 

Your information

  • We treat all personal information in compliance with the Data Protection Act and the Privacy Policy in our terms and conditions.

 

Feedback

We welcome feedback.  If you would like to comment on any aspect of our service please contact us.

 

Humberside CDA Ltd (HCDA) is committed to providing a high quality, efficient service, relevant to individual clients needs. HCDA is independent, and is not tied to any government department, local council or commercial concern. On occasion services may be funded by external bodies. Our services are offered on the following basis:

·        Assistance given by HCDA is normally free of charge. Should this not be the case you will be informed of any charges at the earliest possible opportunity.

·        Where work is being subsidized by external funders we may require you to provide information relating to salaries or investments as these may be required as “in-kind” contributions to any work we undertake with you. Such information will be entirely confidential and only shared with the external funder concerned.

·        Any advice given is impartial and, to the best of our endeavours, will always be in the clients best interests, based on the facts presented to us.

·        Every client will be treated with equal consideration, regardless of the size of the organisation, the nature of the enquiry, and irrespective of gender, marital status, race or ethnic origin, sexual orientation, religious beliefs, or disability.

·        In discussions we will aim to present all sides of the issue to you (whether good or bad), so that you can make your own decisions.

·        HCDA staff undertake to treat all information given by clients, in the course of seeking advice, as strictly confidential. No information will be released to any other third party without prior consent.

·        If our service falls below the above standards clients are invited to contact, in writing:-
The Chairman, Humberside CDA Ltd, Unit 3, 23 Arthur Street, Hull, HU3 6BH.

·        We endeavour to ensure that our services, and the information that we provide, are as up to date and accurate as possible. However, we cannot guarantee the accuracy of all the information and advice given by staff and associates, and cannot accept any responsibility for errors and omissions in information and advice given in good faith.

·        We reserve the right to discontinue working with your organisation at any time. In such an instance you will be clearly informed and any payments made in advance of work undertaken will be returned within 14 days of informing you of our intent.