– with enough staff to help customers on the telephones and in person.
• Our staff will not discriminate against any customer for their race, sex, disability, age, sexual orientation, religion or belief.
• We promise that our sales staff will return your call or respond to your e-mail within the same day or within 48 hours if your call or e-mail communication is made at the weekend.
• Our Event Managers will contact you by telephone to introduce themselves before your event.
• Staff are available, where practicable for appointments outside of ‘business’ hours.
• Our Accounts team will advise clients of balances outstanding at an early stage and welcome various methods to pay your balance; you choose the one that suits you.
• We will pay our suppliers according to our terms of business and aim to resolve queries quickly and efficiently.
• Our HR department will respond to all recruitment enquiries within five days and communicate clearly with outside parties and agencies. We will deal will internal customer matters without delay and communicate information appropriately.

Continuous improvement
• Will we use information gathered from our “Function feedback” forms and “museum catering feedback” forms to improve our services and products in all business areas
• We will use the information from staff suggestion and feedback schemes, and meetings to improve our services to internal and external customers

Information
• We will publicise our range of services, via various media and keep our website up to date and informative including prices and tariffs and our full terms and conditions.

Event Delivery
• We will deliver your event on time as per the Event Contract.
• If things don’t go according to plan we will investigate any problems and respond to feedback or complaints made, either in writing or by telephone call by the appropriate level of senior management.