O U R C H A RT E R DYSON. We set the standards

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1 O U R C H A RT E R DYSON E N E R G Y S E R V I C E S We set the standards

2 OUR CUSTOMER CHARTER We provide excellent customer service. Our aim is to create long term customer loyalty, in a brand that customers love and trust. We will aim to exceed customer expectations. We don t just meet the standards of our industry we set them. We are customer focused. We continually seek customer feedback. We will learn from feedback to continually improve our customer service. We won t make promises we know we cannot keep. If we fail to meet your expectation will work with you to try and put things right. OUR CHARTER

3 OUR PEOPLE CHARTER We are an excellent company to work for. Our aim is to create employee loyalty and maximise performance and skills to create the best workforce in our industry. We recognise our employee is our most valued asset. We care about our people and their welfare. We nurture and grow talents to optimise performance. We recognise and reward excellent performance. We provide the highest level of training to create the best in our industry. We make sure all our employees know what standards is expected from them.

4 OUR PARTNERSHIP CHARTER We create excellent partnerships. Our aim is to create sustainable strategic partnerships with public, private and voluntary sector service, to meet the government ECO agenda targets. We will: Only do business with organisations that are sound and ethical. Work with organisations that share our core values. Work with integrity and openness. Aim to create a good strategic fit for sustainable partnership. Be clear on Service Levels Agreements/Contracts. Work closely to achieve our shared vision and goal. Manage all business risks using wide range of safety measures. Monitor and manage all programs and contracts to ensure it is working well and in line with agreement. We will promote equality and diversity at every opportunity. Conform to regulation/legislations and best practice. Protect our good name and reputation in the market place. Promote/support local people and businesses.

5 DYSON SERVICE STANDARDS We will be polite courteous and helpful when you contact us. Be clear about what we can do and what we can t. Present our self in clean, tidy and professional manner. Be efficient clean and tidy when we work in your home/premises. Provide the highest quality workmanship. Provide competitive price. Free initial advice and no obligation quotation. We will only do work we are fully accredited and insured to do. Offer guarantee. Provide guidance on how you can make a complaint if you are unhappy with our service.

6 COMMENT, COMPLIMENTS AND COMPLAINTS At Dyson Energy Service we welcome all kind of feedback from customers, partners, public and anyone who wishes to share their view with us. Our aim is to listen and respond to customer needs and aspirations effectively and efficiently through our service and delivery. You can provide feedback through a comment, compliment or complaint (3, Cs) using our 3C s Form. Comment If you have a suggestion on how we can improve our service or want to discuss a point of view you can send in the 3C s form and mark it as Comment. We will aim to respond to your comment within 7 working days. Compliment If you are happy with the service or the way a member of our team has performed, then please do let us know. We are always delighted to receive praise about our service or team and we really appreciate this kind of positive feedback. Your compliment will be forwarded to the relevant team or staff and it will also be recorded and logged in our compliment book. We have no doubt that the team/person will be highly motivated and pleased to hear your praise. Your compliment will be forwarded to the relevant team/person within 3 working days. Complaint If you are unhappy with our service/performance for any reason, you must contact us straight away and let us know. You must be clear about what you are unhappy about and what you would like us to do to put things right. We will always aim to put things right, to your satisfaction, if it is a reasonable request. Also be assured that your complaint will be logged and monitored by the company and it will help us improve the way we do things in the future. We will aim to acknowledge the complaint within 3 working days and aim to resolve it within 10 working days. (See our complaint policy for full details).

7 COMMENT, COMPLIMENTS AND COMPLAINTS Name: Address: Contact Number: Date: This is a: (Please tick box) Comment Compliment Complaint It relates to: Organisation Service your staff Your Team Other please state: Please briefly state your comment/compliment/complaint: How would you like us to respond to this? Contact you investigate/reply pass it on Note it Other please state: Signed: Date:

8 CUSTOMER COMPLAINTS POLICY At Dyson Energy Services we welcome all kind of feedback from customers. Whether it is positive or negative the feedback helps us to learn and continuously improve the way we deliver our service. Our aim is to always exceed customer expectation and provide an outstanding customer service. However despite our effort at times we do not meet customer expectations and therefore this leads to dissatisfaction levels. If you have used our service and feel dissatisfied you must let us know straight away. We will aim to address your concerns as quickly as possible. By letting us know you are giving us the opportunity to put things right and therefore we will appreciate that opportunity from you. Our policy framework for complaints is as follows: Stage One: If you are dissatisfied with our service for any reason you can either complete the Comments, Compliment and Complaint (3Cs) Form and return this to us or contact our customer service section to say that you wish to make a complaint. We will acknowledge your complaint within 3 working days and try to resolve it within 10 working days. If you are unhappy with the response you have the option to take it to Stage Two. You must do this within 28 days of receiving the response.

9 Stage Two: Please write a formal letter to the Depot Manager to raise your complaint and highlight as Stage Two. You must also be clear as to what you are complaining about and what you want us to do to put things right. We will acknowledge your complaint in 3 working days and aim to address it in 10 working days. If after receiving the Stage Two response you remain dissatisfied you have the right to take it to Stage Three. You must do this within 28 days of receiving the response. Stage Three: You must address your complaint to the Director of Operations at our Head Office and request a full review. You must be clear as to what you are unhappy about and what you want us to do to put things write. You must do this within 28 days of receiving the response. The Operations Director will review your complaint and provide a formal response within 21 working days. This is the final stage of our complaints procedure. If you remain unhappy with the response from our final stage you will have to take your complaint to our regulator of our industry, within 3 months of receiving our response. The address is as follows: Director of Operations Dyson House Armytage Road Brighouse West Yorkshire, HD6 1PT DYSON E N E R G Y S E R V I C E S We set the standards