Customer Charter

Business Link is committed to the highest standards of quality and customer care, which is demonstrated by the achievement of ISO9001 and Investors in People. We are also working towards certification of the European Foundation Quality Model (EFQM) Standard.

What are our service standards?

What you can expect as a customer of Business Link:

The Business Link brand is a symbol of quality service. We judge our performance in meeting your needs against the following criteria:

• Accurate and clear – information provided on a wide range of business topics
• Accessible – to all sectors of the small and medium sized business community in Dorset, Hampshire and the Isle of Wight, including those thinking about going into business
• Appropriate and swift – response to your enquiries
• Impact – does our service make a material difference to the performance of your business
• Impartial – we are driven only by the best interests of customers receiving the advice
• Relationships – that we really understand your business, are genuinely committed to supporting the small and medium sized businesses and become an extra resource to you
• Professionalism – what we do and how we do it. All our staff must be up to the task, with an impressive career history and wealth of experience
• Responsiveness – we meet your needs accurately and in an agreed timescale

Customer satisfaction survey results and copies of the National Business Link Customer Service Statement leaflet are available on request.

Customer Comments

Business Link is interested in what its customers think. We actively encourage feedback from people and businesses because this is the only real means of ensuring we are providing services that are ‘fit for the purpose’. We seek our customers’ help in continually improving the services or the way that they are offered.

Please make your comments and suggestions either verbally, electronically or in writing to our registered office at the address below.

What if things go wrong?

Business Link is committed to maintaining the highest quality of services by the use of established quality standards but occasionally things can go wrong. In such a case, we undertake the following:

• Complaints will be acknowledged within 2 working days of receipt and dealt with within 10 working days
• All complaints will be treated openly and fairly, so please give us the opportunity to put things right

Please ensure that you present us with all the relevant facts and where possible include dates, times and contact names.

Address your written complaints to the Chief Executive of Business Link.

Feedback to:

We value your feedback as this enables us to continuously improve the service we give you. Please send comments/complaints to:

Jacky Stevens
Chief Executive
Business Link
FREEPOST
FAREHAM
PO16 7BR

Telephone: 0845 600 9 006
Facsimile: 08454 58 85 54

E-mail: jacky.stevens@businesslinkwessex.co.uk

If you are still not satisfied, you can write directly to the Small Business Service:

Small Business Service
Kingsgate House
66-74 Victoria Street
London
SW1E 6SW

Telephone: 0114 259 7788
Facsimile: 0114 259 7330

E-mail: gatewayenquiries@sbs.gsi.gov.uk