We will
- Be friendly and helpful.
- Use plain English, that is clear and easy to understand.
- Arrange a private room for you if you need to discuss a sensitive or confidential issue.
- Make leaflets and information available in other languages, large print, audio tape, or Braille, as appropriate.
- Arrange an interpreter for you, by appointment, if English is not your first language, or if you use British Sign Language
- Encourage customer comment, suggestion or complaint and consider appropriate changes within the service
- Publish our performance against our service delivery targets
How long will it take?
- We aim to answer your telephone calls within 20 seconds.
- We will try and resolve complaints on the spot. Where this is not possible, we will acknowledge your complaint within 3 days and provide a full response within 15 working days
- We aim to acknowledge e-mails within one working day and provide a full response within 10 working days.
- We will respond to your letters and faxes within 10 working days.
- Our receptionist will see you within 5 minutes.
- If you have an appointment, we aim to see you within 10 minutes of your appointment time.
- If you do not have an appointment, we will tell you what time we can see you.
- We aim to arrange an appointment to give a notice of marriage/civil partnership within 5 working days.
- We aim to arrange an appointment to register a birth within 3 working days.
- We aim to arrange an appointment to register a death within 2 working days.
- We aim to arrange an appointment to register a still-birth within 2 working days.
- Giving a notice of marriage/civil partnership will take up to 45 minutes.
- Registering a birth will take approximately 30 minutes.
- Registering a death will take approximately 30 minutes.
- We aim to issue 90% of copy certificates of birth, death and marriage records at the counter within 30 minutes.
- We aim to deal with 90% of certificate applications by post within 5 working days
Service counts
If you feel we are doing something well please let us know
Please tell a member of staff or write to us using the contact details at the top of the page.
How to make a complaint
if things go wrong
If you have a complaint or if you feel we could do better, please speak to any member of staff or Mr Stephen Coupe, the Superintendent Registrar (tel 0113 247 6707). We will make every effort to resolve your problem there and then.
If we cannot resolve your problem immediately or if you wish to make your comments in writing or on-line using the complaints form.