Updated 16 May 2012
Our Customer Service Standard
Our Customer Service Standard tells you about the standard of service we aim to provide in our day-to-day work. It also tells you how you can give us feedback and what to do if things go wrong.
- Who we are and what we do
- Our standards
- What we ask of you
- When we contact you
- Giving you advice and information
- What to do if things go wrong
- Contacting Debt Management
Our Customer Service Standard is also available in PDF format.
- The Debt Management Customer Service Standard (49KB)
- The Debt Management Customer Service Standard (Welsh) (99KB)
- The Debt Management Customer Service Standard (large print) (52KB)
- The Debt Management Customer Service Standard (Welsh large print) (101KB)
Customer Service Excellence
In 2010 Debt Management was proud to achieve Customer Service Excellence (CSE) accreditation. CSE is the Government standard which allows public services to demonstrate their practical commitment to customer focus and customer engagement.
In January 2011 all five of Debt Management’s Contact Centres achieved Customer Contact Association’s (CCA) ‘Global Standard’ confirming their industry leader status in customer service. The CCA is the premier professional body for organisations involved in contact centre work.
DWP Customer Charter
Debt Management is part of the Department for Work and Pensions. We aim to provide a high quality and efficient service to all our customers. The DWP Customer Charter sets out the standards you can expect from us and what your responsibilities are in return.
Other formats and languages
To get our Customer Service Standard in other formats, such as large print, Braille or audiocassette or in other languages, please contact Debt Management. It is available in the following languages:
- Arabic
- Bengali
- Chinese
- Gujarati
- Punjabi
- Somali
- Urdu
- Vietnamese.
