Our promises
We will
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Be friendly, courteous and helpful and treat you with respect
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Listen to you and deal with your enquiry efficiently and correctly
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Use plain English, that is clear and easy to understand
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Arrange a private room for you if you need to discuss a sensitive or confidential issue
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Provide leaflets in other languages, large print, audio tape and Braille.
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Arrange an interpreter for you if English is not your first language, or if you use British Sign Language.
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Wear a name badge. If we have to pass your enquiry to a colleague, we will tell you who is now dealing with your enquiry
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Encourage customer comments, suggestions and complaints and make changes to our service, where appropriate
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Publish our performance against our service delivery targets
Our service delivery targets
We will
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Offer you an appointment to register a death or still-birth within two working days
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Offer you an appointment to register a birth within three working days
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Offer you an appointment to give a notice within five working days
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Offer you an appointment to check your nationality within 10 working days
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Arrange your citizenship ceremony within 60 days
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Deal with you at reception within five minutes
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See you within 10 minutes of your appointment time
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Tell you what time we can see you if you do not have an appointment
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Process 90 pre cent of certificate applications within five working days
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Acknowledge your e-mail within one working day and provide a full response within 10 working days
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Respond to your letters and faxes within 10 working days
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Try to resolve any complaints immediately. Where this is not possible, we will acknowledge your complaint within three days and provide a full response within 15 working days.
Please let us know
If you feel we are doing something well or would like to make a comment or complaint regarding our service please select How to make a compliment or complaint