Customer Service

Fedcap are committed to providing a high-quality service to everyone we deal with. In order to do this, we
need to outline our expectations as an organization.

Our standards:

1. Excellent delivery and service

2. Communication

3. Values

4. Encourage feedback on our services

What you can expect from us:

1. Excellent delivery and service
   • We will be available to answer your enquiries during the published opening hours,
   • We will always try to answer all calls within 3 rings.
   • Treat you with respect, courtesy, empathy and fairness,
   • We will use plain language, and avoid using jargon where possible,
   • We will not make promises we cannot keep,  
2. Communication
   • We will acknowledge all e-mails or voicemails within 24-48 hours (two working days); Fully responding within 5-10 business days depending on the nature and complexity of the request.
   • Ensure that all communications linked to Fedcap procedures are adhered to within the established timescales of those procedures,
   • Ensure that all staff to have an active ‘out of office’ reply issued should you send an e-mail when they are away from the office which provides contact information for a back-up person to address any urgent matters during their absence.
3. Values
   • Ensure that our network is welcoming both in its environment and its culture.
   • Treat you as an individual by understanding your unique circumstances, expectations and ambitions as we support you in achieving your desired goal.
   • Endeavour to meet your individual needs by offering a tailored customer journey.
   • Provide staff members that are customer centric focussed.
   • Provide a solutions-focused response to any query.
4. Encourage feedback on our services
   • We will encourage your feedback so that we can seek to improve our services.
   • We will make it easy for you to pass on your comments, compliments or suggestions about the service you receive in a simple and safe way.