At all times we will endeavour to:
- Answer telephone calls within 15 seconds between the hours of 9.15am to 5.15pm Monday to Friday (excluding public holidays). At all other times a telephone-answering service for individual members of staff will be in operation with details of when messages will be picked up and returned.
- Respond to telephone messages on the day they are left or by the end of the next day, if left after 5.15pm (excluding weekends and public holidays). If an individual member of staff is out of the office they will respond as detailed in their answering service.
- Reply to written correspondence and emails within three working days. Where it is not possible to provide a substantive reply within three days, acknowledgement will be sent outlining a timetable for when a response will be given.
- Provide joining instructions for training and development workshops and details of individual programme/speakers at least 10 days in advance (provided workshop fees have been paid). We will provide a pleasant working environment for all training courses that we run.
- Carry out changes to member details within three days of receipt. Member details held in the member area of the website are updated on a weekly basis.
- Obtain information as requested for a member within an agreed time frame or refer to a reliable source if we cannot provide an immediate answer.
- Be open to feedback from our members about our customer service standards and the services we offer.
- If a member is not happy with the service they have received from the Institute we will consider the complaint and as far as is possible, try to generate an agreed solution.
- Consider ideas or suggestions from our members about new services and products we could offer or changes we could make to existing services to make them more relevant to the membership.
- Regularly evaluate this member charter on the basis of feedback from our members and amend if necessary.
If you have any comments or suggestions regarding the CIPR member manifesto, please contact Jessica Molloy on 020 7631 6900 or email membership@cipr.co.uk.
