Customer promise
Our customer promise tells you what we promise to do when you book a Pension Wise appointment.
We will:
Booking your appointment
- Aim to answer your call to our booking centre in 20 seconds or less
- Explain clearly how to contact us, including booking a free 45-minute appointment
- Offer you a choice of a phone or face-to-face appointment
- Find a face-to-face appointment in a place convenient for you
After you book
- Send you confirmation of your appointment
- Tell you what will happen next, and by when
- Tell you what to take to the appointment to get the best out of it
- Send you reminders of your appointment
During your appointment
- Give you the correct information
- Explain things clearly and avoid jargon
- Won’t recommend any products or tell you what to do with your money
- Tell you where to go for help we can’t give you
- Be helpful, impartial, polite, treat you fairly and with respect
After your appointment
- Send you a written summary of the guidance you were given in your appointment
- Use your feedback to improve how we do things
Personal information
- Protect your personal information
Complaints
- Tell you what to do next if you’re not satisfied with how you’ve been treated
- Continuously improve our services to make things better for you
Accessibility
- Make sure you can get a face-to-face appointment if you have a disability – e.g. wheelchair access or in British Sign Language if you’re deaf
- Send your summary in braille or large print if you’re blind or partially sighted
In return we need you to:
- Be on time for your appointment or let us know if it needs to change
- Treat our staff with respect
- Share with us relevant information when we ask for it