Service Charter

We are committed to providing high quality customer service and strive to continually improve the service we provide.

Our aims

In all our dealings with you, we will:

Payments

We will ensure that all payments will be made in good time and using whatever priority payment system is available through our bankers.

The nature of a priority payment is such that a payment instruction will be made to our bankers before 3:30pm. They in turn will process this payment within 1 hour and pass the instruction on to your bank, or an intermediary bank if necessary. This should all happen within a 3 – 24 hour period. Our promise to you is that if we receive payment for your invoice on or before 3:00pm, we will make the necessary instruction to pay the invoice. After that, the banks take over and the promise or guarantee passes over to them. If a payment fails to arrive in a reasonable time and the fault is with our bank then we will make every effort to follow that payment through. If however the payment has passed from our bankers, we will advise you that it is your responsibility to check with your bankers.

We aim to ensure that you pay minimul, if any at all bank charges. However with banking institutions in some countries, the receiving bank may choose to levy a charge on receiving funds.

Correspondence

When you correspond with us, you can expect us to do the following:

By eMail

By Letter

By Telephone:

All times stated are UK (GMT/BST)

Reward

There is a reward out on us of one weeks service charge, including the bank charges, £25.00 or your currency equivalent should we fail you in our Charter. If we let you down, it will not go unpunished. On accepting our faults and failures, Priority Accounts will reward you.

Should you find a fault or failure in our Internet service or procedures, and this is found to be a genuine on–going fault, Priority Accounts will reward you.

Make a suggestion, to enable us to better serve you, if we find this suggestion worthy enough that we choose to implement it, Priority Accounts will reward you.

Openness

You can help us to get it right

We are committed to providing the highest standards of service. To continuously improve the level of service we provide, we are open to suggestions and comments and use the information you give us to revise and improve our policies and procedures.

There may be times when we simply cannot take your call, or deal with your instructions immediately. Hopefully this may never be the case, but because of our unique philosophy and business plan, we keep our charges low and fair because we have a very small, professional, friendly and able administration team.

Complaints

What if I am not happy with the service provided?

We will investigate complaints in the strictest confidence and will view any complaints as an opportunity to put things right. This will certainly not affect how we deal with the person who has made the complaint.

How do I make a complaint and who should I complain to?

By eMail, in writing, by telephoning, or by completing the online complaints form. We will make sure that your complaint is passed to our local Service Charter champion who will ensure that your complaint is investigated fully and resolved as quickly as possible. Where we can, we will write to you within seven working days. Where we cannot do so, we will tell you when you can expect a full reply.

What if I am unhappy with the response?

Please re–submit your complaint in the strongest of terms to the Directors, Priority Accounts who will reply within eight working days, after providing an acknowledgement telling you when you can expect a full response.