Customer Service Charter
Leatherhead Food Research is committed to serving Members and clients across the world with the provision of high quality research and consultancy services. Delivering excellent customer service is central to all our activities. As our client, you have the right to be treated fairly and professionally when using any of our services whether in person, by phone, in writing or by email. These standards outline the level of service you should expect and gives you the opportunity to challenge us if we do not deliver them.
When dealing with all clients we will:
- Be courteous, professional, friendly and accessible
- Respect and demonstrate total regard for confidentiality
- Meet, or where possible, exceed agreed expectations and communicate clearly when we are unable to do so
- Provide a quality service and work continually to improve this
- Strive to add value to your business through every piece of work that we undertake on your behalf
How do we monitor our Customer Service Performance?
We strive for continuous improvement by effective training and support for staff. Providing excellent customer service is a key measure of staff performance. We also undertake regular customer surveys to ensure our continuous improvement programmes operate effectively.
Quality Statement
Leatherhead Food Research is assessed against the requirements of ISO IEC 17025 by the United Kingdom Accreditation Service (UKAS), which is concerned with technical competence within some laboratory-based operations. We also comply with Good Laboratory Practice (GLP) in a section within our operation and the company operates the Joint Code of Practice across all the research functions. All staff are suitably trained to enable them to carry out their work to the required Quality and Health & Safety Standards.
- Systems and controls are prevention-based to foster more effective decision making
- Suppliers are integral to our quality process and where appropriate, staff work closely with them to meet client’s needs
- Staff are encouraged and empowered to participate in quality improvement activities through teamwork and focused task groups
- All staff have individual responsibility for understanding and applying this Quality policy in the performance of their tasks
- Company management is fully committed to this Quality Policy through active participation in quality improvement activities and leadership by example
Complaints
If you are dissatisfied with any aspect of our service, please let us know, in the first instance, by getting in touch with your primary contact at Leatherhead who has provided you with the goods or service, or your commercial contact, e.g. Account Manager.
In the unlikely event of a formal complaint about any aspect of our service, please contact the Chief Executive, Dr Paul Berryman:
Email: pberryman@leatherheadfood.com
Address:
Leatherhead Food Research
Randalls Road
Leatherhead
Surrey
KT22 7RY
United Kingdom
We undertake to acknowledge any complaint within 48-hours of receipt when we would also communicate a timetable for further action if required.
Positive Feedback & Suggestions for Improvements
We always welcome and value positive feedback too. If you have enjoyed a positive experience from a particular service, product or member of staff from Leatherhead, or have any suggestions for further improvements, we would like to hear from you. Please send these to the Chief Executive, Dr Paul Berryman, at the above address.
Download a copy of this Customer Service Charter here.
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