The Eurobond Customer Charter

As a business we are committed to making sure that all our staff keep to the principles of high-quality customer service in all that we do. This Customer Charter sets out the standards of service we aim to provide; it also provides information on how you can give us feedback on your experience of doing business with us.

We commit to do the following:

  • Be polite, helpful and treat you with respect
  • Make sure that we use plain language and are properly trained
  • Make sure that you are communicated to on a regular basis
  • Respond promptly to all issues brought to our attention
  • Ensure our general terms and conditions are fair, easily accessible and clearly set out

When contacting us, we will:

  • Have staff available to answer your enquiries between 8.30am and 5pm Monday to Friday
  • Answer your call promptly
  • Respond to all emails on the same day they have been received
  • Try to give a full answer to your enquiry the first time you contact us
  • Process all quotes within 24 hours of receipt
  • Acknowledge all orders within 48 hours of receipt

Complaints

When dealing with complaints, we will do the following:

  • Acknowledge your written complaint within one working day of receiving it and do our best to send you a full reply within 2 weeks (if we cannot meet this target, we will explain why and set a new reply date)
  • Thoroughly investigate any complaint
  • Apologise when we are at fault and work with you to put things right

Measuring our performance:

  • We will measure our performance by way of customer surveys, customer feedback and monitoring of our performance through various reporting systems. We will use these measures to improve our levels of service on our path to customer service excellence and continuous improvement.

You can help us by:

  • You can help us by providing accurate and complete information, keep us informed of any changes to on-going projects and quotes, providing feedback and suggestions on service improvements and treating us with courtesy and respect.

Customer feedback

If you want to give us feedback, you should do the following; write to, phone or email us here:

Wentloog Corporate Park
Wentloog
Cardiff
CF3 2ER
United Kingdom

T: +44 (0)2920 776677
E: sales@eurobond.co.uk