Service Standards and Complaint Procedure

Countryside-Careers.Com Service Standards

C3 is an ethical business involving a small number of personnel dedicated to conservation. We aim for the highest possible standards, guaranteed by our ‘no quibble refund’ policy.
The purpose of our Service Standards is to let people know what they can expect from C3. They also let our staff know what is expected of them. We regularly monitor our performance against these standards.

The standard we aim for
General conduct: Staff provide efficient and helpful service on the telephone and in person. They give their name in correspondence and conduct themselves professionally.

General enquiries and requests for information: We will reply within 10 working days or acknowledge within 5 working days if the subject is complex. The acknowledgement will say who is dealing with your request and when you can expect a full reply. We will reply within 20 working days of receipt or within the deadlines and timescales set by the consultation procedure. In complex cases which may exceed this response standard, we will send you an acknowledgement saying who is dealing with the case and when you can expect a full reply.

Telephone: Calls will be answered as soon as possible, usually within 15 seconds. Answer-phone and fax messages will receive prompt attention and where possible calls will be returned within one working day. The use of answerphones during working hours will be kept to a minimum but we are a small team so please bear with us.

Office hours: Our office is open from 9am – 5 pm weekdays. An answer-phone is available outside normal hours and all of our information is also available on this website. Our office ignores all Bank Holidays except Christmas and New Year, when we close for 2-3 weeks.

Invoices: Invoices will normally be paid within credit terms agreed with suppliers, subject to satisfactory delivery of goods and services.

Complaints and suggestions
Despite our commitment to giving high-quality services, sometimes things will go wrong. When this happens we want to know about it, and to put things right where we can. If you do have a problem, then please contact us. We hope to sort out most problems on the spot. To find out more about our complaints procedure, please contact us. Our complaints procedure can also be found on our web site (below). If you have a suggestion or a complaint tell us about it and help us to help you.

Information and openness
We are committed to being as open as possible in all that we do. Our policy is aimed at helping the public and our partners to understand and be involved in our work. It also reflects our obligations under the Data Protection Act. We will provide information on request about most aspects of our work, including the data and information we hold about you. We will strive to answer requests that are reasonable and specific. However there are certain types of information that may remain confidential. For example we cannot release information that affects other legal rights or processes, particularly where personal privacy may be breached. Information about us, including our policies and work, is available from our web site. We will not normally charge for replying to information requests, unless in answering the request we would incur costs for materials or for presenting information in a specifically requested format.

Countryside-Careers.com Complaints Procedure

How to comment or complain

Introduction
CJS is committed to giving a high quality service and has a policy of providing a ‘no quibble’ refund of your payment, where relevant. Despite this commitment sometimes things will go wrong. When this happens we want to know about it, and to put things right where we can.
We also like to hear any suggestions you may have about how our services are provided. We can use these to improve the way we work.
If you have a suggestion or a complaint, tell us about it and help us to help you.

Our complaints procedure

Step 1
If possible contact the person who provided the service. We hope to sort out most problems as soon as they are pointed out. If you are not sure who to contact, please ask and we will give you the information you need.

Step 2
If you are not satisfied with our initial reply, put your complaint in writing. Address it to the Managing Director of C3. The Managing Director will investigate the issue thoroughly and will reply to you within 20 days.

Our promise to you We will investigate your complaint thoroughly and fairly.
We will acknowledge receipt of the complaint within 5 working days. The acknowledgement will say who is dealing with the complaint and when you can expect a reply.
We will write and tell you the outcome of our investigation within 20 working days. Difficult complaints sometimes take a little longer to sort out. If so, we will keep you up to date with what is happening.
If we are at fault we will try to put things right as quickly as possible. Regardless of fault we will give you a full explanation.
Please read our Terms and Conditions.

Contact us: Countryside Careers.Com, The Moorlands, Goathland, Whitby, North Yorkshire, YO22 5LZ. Tel: 01947 896048 Email: office@countryside-careers.com, web: www.countryside-careers.com