Welcome To Wirral

2. Letter Writing

• We will answer all enquiries by letter and email within 10 working days for politicians and 15 working days for other customers.
• If a full response cannot be given at this time we will write to explain why it may take longer.
• We will use plain language.
• We will give you a contact name and telephone number.

3. Telephone Calls

• We will answer all telephone calls quickly and politely.
• We will give our name and ask how we can help you. If your query will take some time we will ring you back.
• If you need to speak to someone else we will make sure you are connected to them.
• If we fail to meet these standards we will always apologise and try to put it right.

4. Handling Complaints

• We will acknowledge receipt of your complaint within 5 working days.
• We will answer all complaints within 15 working days or explain why a reply may take longer.
• We will give you a contact name and telephone number.
• We will use plain language.

5. You and Your Environment

• We will look clean and smart at all times.
• We will use uniforms and protective clothing when appropriate.
• We will wear name badges with our name on and show you our identification when we visit you and when you request to see it.
• Our buildings will be welcoming and clean.