Standards of Service
We at ENTRUST are committed to improving our regulatory services and making ourselves more responsive to our stakeholders. These standards set out the level of service you can expect from ENTRUST.
Our standards of service
The following standards apply across ENTRUST :-
If you write to us by letter, fax or email, we will:
- Try to answer the questions you ask or explain why we can't.
- Reply within 10 working days of receiving your query;
If we can't meet this target, we will let you know why and let you know when you will get a full reply. If you want to see us at our head office, we would be grateful if you could make an appointment. If you have an appointment with a named person, they will see you within 10 minutes of the appointment. If you have not made an appointment, someone will see you within 60 minutes of your arrival. Our usual business hours are 9am to 5pm from Monday to Friday. If we can't meet these targets, we will give you a full explanation of any delay.
If you telephone us at the ENTRUST Helpline, we will aim to answer your call within 30 seconds. We will:
- Take your details and provide you with a reference number.
- Resolve your query within 5 working days of the original contact.
We will identify ourselves by name in all correspondence, on the telephone and in face-to-face contact with you. Where appropriate, we will also wear name badges or provide name plates at meetings we organise.
Monitoring & Reviewing
ENTRUST is redefining the way it does things. We expect to improve our performance over time. We will regularly publish on our website the results of performance monitoring against the standards we have set.
Complaints procedure
If you are unhappy with any aspect of our service please follow the procedure outlined below.
Please initially tell the person you have been dealing with. We will try to resolve any problem quickly, and explain what we have done and why. If you are still dissatisfied and would like to take your complaint further, you should contact:
ENTRUST Complaints Co-ordinator
ENTRUST, 2nd Floor, Acre House, 2 Town Square, Sale, Cheshire, M33 7WZ
Tel: 0161 972 0044
Fax: 0161 972 0055
E-mail:helpline@entrust.org.uk
If you write to the complaints co-ordinator, it will be acknowledged within 2 working days of receiving it. The complaints co-ordinator will write to you with a full reply within 10 working days of receiving your complaint. If this is not possible it will be explained why and say when you will get a full reply.
If you're still unhappy
If you remain unhappy about the way you have been treated, after going through the complaints procedure you can ask for your complaint to be referred to the Chief Executive of ENTRUST.
How you can help us to help you
We are constantly looking for ways of improving our service, and of meeting your needs. We welcome any comments and suggestions.
Methods of contacting the Helpline:
Telephone: 0161 972 0074
Fax: 0161 972 0055
Email: helpline@entrust.org.uk
Letter: ENTRUST, 2nd Floor, Acre House, 2 Town Square, Sale, M33 7WZ