Message from the Managing Director
At Cim Life we are committed to knowing our customers. We know you value good service, and we want to provide you with a personalised, seamless experience that makes your life easier.
Our charter tells you what you can expect from us, what you need to know about your responsibilities and how to let us know if we are doing well or if we can improve our services. |
| We are committed to: |
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Being available to talk to you from 08:30 – 17:00, Monday to Friday |
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Answering 80% of all calls within 20 seconds |
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Returning calls by close of business on the same day |
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Responding to all written communication within 5 working days |
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Being friendly, courteous, fair and impartial |
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Treating you with dignity and respect |
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Behaving with honesty and integrity |
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Identifying ourselves when we talk to you |
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Having trained and professional staff |
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| We are committed to: |
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Providing information about our products and services in plain language, allowing you to make an informed decision |
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Ensuring our customer contracts do not contain unfair terms |
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Explaining what you need to know and what you need to do |
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Assisting you in any way we can to make your life easier |
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| We are committed to: |
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Protecting your personal information and not disclosing it to anyone without your consent, unless the law requires us to do so |
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Providing you with access to your personal information and taking the necessary steps to update your records regularly |
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Having our performance with regards to privacy independently audited |
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Not contacting you for marketing purposes if you tell us you do not wish to receive such information |
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| We are committed to: |
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Dealing with your concerns and complaints promptly and fairly; courteously informing you of how we propose to act, how long it will take and what the outcome will be |
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Learning from your concerns and complaints and using them to improve our business |
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| You can help us support you by: |
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Treating our staff with courtesy and respect |
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Having your policy or reference number ready whenever you contact us (if you are already a customer) |
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Calling us first if you have any questions as this may save you time. Our website may also have the information you need |
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Telling us as soon as possible if any mistakes have been made |
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Reading all the information we give or send you |
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Replying to our requests on time |
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