Our Members & Customers Charter
Our Members & Customers have the right to:
Service Excellence
Our members & customers expect our staff to be competent, enthusiastic, professional and knowledgeable.
Be Impressed
Our members & customers can expect all their reasonable requirements to be fulfilled. Wherever possible, we aim to make them feel impressed by our level of support and service.
Individuality/ Feel Special
In all communications, we aim to treat our members & customers as individuals and to understand their specific requirements e.g. if they are elderly or disabled.
Help us to improve
There is always room for improvement no matter how good our service. We actively seek and welcome constructive feedback.
Understand Us
Our members & customers have the right to have everything explained in a clear and uncomplicated manner, without using jargon. We will not be arrogant about our know-how and will explain all our services simply and clearly, helping our members & customers to choose the right solution for their needs.
Quality Services
Our members & customers can expect the various processes involved to be simple, and to be supported by us as and when necessary. We will support existing members & customers and attract new ones by never compromising on quality. Quality also means making reliable and achievable promises – helping to reassure all members & customers.
Approachability
We aim to ensure that members & customers receive a warm welcome every time, regardless of the reason for their call: whether to attend an event, buy products or services, seek advice, or register a complaint. When contacting Hidden Art, members & customers will not be made to feel as if they are an interruption to our day.
Change Your Mind
Our members & customers should feel confident that they can change their minds regarding whether they use our services and/or buy a product - or not. Satisfaction goes hand in hand with the freedom to try and the allowance for errors.
Freedom of Choice
We aim to provide a valued service by offering our members & customers a range of choices that, where possible, are tailored to suit their particular needs. And they have the freedom to make a choice without any pressure.
Confidentiality
All members & customers have the right to have their communication with any element of the Hidden Art Network treated in strict confidence. We will respect this and maintain confidentiality.
