Enterprise Europe / Customer Charter

Our office opening hours are 9.00am - 5.00pm Monday - Friday, excluding Bank Holidays.
Our telephones will be covered during office hours, including lunch times. Where, in very exceptional or unforeseen circumstances, such cover cannot be provided, an answering machine will be made available and any messages left will receive a reply from us as soon as possible.
We will provide a response to all telephone, written, fax or e-mail enquiries within two working days. When a question cannot be answered in full, a progress report will be provided at this time, together with an estimated time for completion of the enquiry.
In those cases where we are unable to assist, because the enquiry falls outside our scope of activity, we will always try to provide the contact details for alternative sources of assistance.
All visitors with appointments will be seen at the appointed time. Where this is impossible because of exceptional circumstances, an explanation will be given and amended arrangements agreed.
We will endeavour to see any visitors without appointments whenever possible. If it is not possible to see them immediately, we will arrange an appointment at a mutually convenient time.
All our staff will be trained in their areas of specialism and in customer care. They will handle enquiries courteously and efficiently.
Where a fee is payable for any of our services, these will be agreed in advance wherever possible. An appropriate invoice / receipt of payment will be provided
We are constantly working on improvements to our service and welcome any suggestions from our clients on such enhancements. Any complaints about our service will be dealt with efficiently and promptly.