Customer care

We are committed to high standards of customer care and quality systems. For example, we have an office cover charter which ensures that a member of audit staff will be available at all times between 8.30 am and 5.00 pm from Monday to Friday and we have agreed standards ensuring prompt acknowledgement and response to correspondence. We are also committed to the use of Plain English.

Customer comments

As part of our commitment to customer care and quality assurance, we actively seek customer feedback and issue an audit appraisal questionnaire to our primary contact and system managers with every final report. We follow up any adverse comments to help us identify ways in which we can improve our service.

Some examples of recent customers comments are featured below:

"The auditors who visited the school were a pleasure to have on site! The anticipation was definitely worse than the event"

"We are pleased that the good practice here has been recognised. The suggestions made are useful and will enable us to tighten up on some small issues."

"This report is extremely useful from my point of view. Highlights areas of concern clearly - have all now been incorporated into an action plan with responsibilities, targets etc."

"This was a pleasantly painless exercise with good explanation throughout of what would be involved, the status of the review and the findings."

"I have always found the audits useful and conducted in a positive manner."

"Excellent, well managed, structured approach - cannot fault it."

"The team are always thorough and very approachable. They are particularly adept at presenting their findings in a non-confrontational manner and explanations are always clear and relevant."

"Just a short note to say thank you for making our first audit experience stress free. Your team's friendly manner was appreciated by myself and Sue. I am sure we gained from the pointers you raised, I was able to go home feeling that on the whole I was doing my job well."

"good, effective process."

"a very useful and constructive process".

"no comments on the draft report which as usual is well written and accurate."

"extremely useful exercise from my point of view"

"the audit team worked with this team so that there was minimum disruption, which helps in such a busy office"