What you can expect from us
Our intention is to be helpful and transparent when engaging with customers via social media. We will aim to provide a clear, concise answer to queries where possible. We avoid using jargon and write in plain English.
Where issues are not straightforward, we will relay the query to a specific department. Be aware that because of this, there may be a delay in responding to customers.
We will not disclose any staff contact details to customers in the social media feed. If you ask to be put in contact directly with a member of staff, you will be referred to C1V or the department’s mailbox / telephone. We aim to pass on any positive feedback or comments made about our teams.
We aim to respond to genuine comments or queries, however there may be occasions where we miss some, particularly at busy times. If we do miss your query, please do not think we are deliberately ignoring you. If your query is serious, urgent, detailed or involves personal details, we advise you to contact our Customer Service team directly on 01446 700111.
There may be occasions that we decide not to respond to customers. This could be where an issue has been raised and dealt with in the past, or where there is no specific query / concern raised.
We routinely use our social media platforms as part of our consultation work. We may publish links to consultations or ask you to leave comments or respond to a poll. Where we have done this, we will collect all relevant and genuine feedback and ensure these are relayed to the team. We will not routinely engage with you on posts like these.