Customer Satisfaction Survey Feedback
We take your feedback very seriously at the UK European Consumer Centre. We regularly review the survey submissions and any negative feedback is dealt with swiftly. If this relates to something that we are doing wrong we will act upon this in a timely manner. If it is something that we cannot influence then we will work towards changing our procedures over time. See below for some actions made due to your feedback.
Quicker Response Times
"Respond more quickly than 15 working days".
We always aim to respond as soon as possible, however, we do handle a very large workload. As of 3rd May 2016, we have reduced our advertised response times to 10 working days.
Longer Opening Hours
"Longer opening hours to make it more convenient for us to contact you."
From 15th February 2016, our telephone lines will now be open from 9am-5pm every weekday (excluding UK bank and public holidays).
2014 - 2015
Clearer Telephone Charges
"Clear and transparent telephone call costs as well as a geographical number to use when calling from a mobile phone."
From July 2014, we have changed our number to a geographical number only. This will make the call costs clearer (as they will be in line with costs provided by your phone operator).
"Respond to communications within the advertised response times."
At the end of 2013, we amended our response times to 15 working days. This was to reflect our realistic turnaround times for communications and we will continue to monitor this to ensure it meets with our policies.
"Employ more staff to handle the workload."
We started in 2007 with 4 members of staff, 2 of whom were advisors. We now have 12 members of staff, 7 of whom are advisors. Recruitment of staff is a resourcing issue for all companies although we are pleased to announce that our most recent advisor was recruited in December 2015.