Customer Care Policy (UK) by Study Academy

Customer Care Policy (UK, 2025 Edition)

Purpose

This Policy sets out the organisation’s commitment to delivering a consistently high standard of customer care to all consumers, clients, learners, service users and other stakeholders.

It aims to ensure that all interactions are courteous, timely, inclusive, accessible and compliant with applicable UK legislation, including equality and data protection requirements.

Scope

This Policy applies to all staff, contractors, temporary workers, call centre staff, sales teams, learner support teams, and any third party acting on behalf of the organisation in customer-facing roles.

It applies to all channels, including telephone, email, webchat, social media, in-person meetings and virtual delivery.

Policy Statement

The organisation will provide customer care that is professional, respectful and solution-focused. Customers shall be treated without discrimination, and reasonable adjustments shall be made for disabled persons in accordance with the Equality Act 2010.

Respond to enquiries within published service standards.

Maintain accurate, courteous and plain English communications.

Escalate complex or sensitive matters promptly.

Protect customer data in line with the UK GDPR and Data Protection Act 2018.

Ensure vulnerable customers receive appropriate support.

Objectives

To maintain high customer satisfaction and retention levels.

To ensure customers can make informed decisions.

To resolve issues at first point of contact where possible.

To capture and act on customer feedback to improve services.

Legislative and Regulatory Framework

Equality Act 2010

Consumer Rights Act 2015 (service quality and information)

Data Protection Act 2018 and UK GDPR

Companies Act 2006 (directors’ duties relevant to stakeholder engagement)

Electronic Commerce (EC Directive) Regulations 2002

Health and Safety at Work etc. Act 1974 (for in-person service environments)

Roles and Responsibilities

The Board is responsible for approving this Policy and ensuring an organisational culture of fair and transparent customer service.

Managers are responsible for implementing service standards and monitoring performance within their teams.

All staff must act with courtesy and professionalism and must not make misleading statements to customers.

Customer Service Standards

All incoming enquiries to be acknowledged within 2 working days.

Substantive responses to be issued within 10 working days, or the customer notified of extended timeframes.

All written communication to be in clear, plain British English, avoiding jargon.

Accessibility requirements to be met (large print, alternative formats, translation or interpretation where reasonable).

Vulnerable and Special Category Customers

Staff shall identify, record and make reasonable adjustments for customers who may be vulnerable due to age, disability, mental capacity, financial hardship or language barriers.

Information about vulnerability shall be processed in accordance with data protection principles and only where necessary and proportionate.

Complaints and Feedback

Customer complaints shall be handled in accordance with the organisation’s Complaints Procedure and the Consumer Protection Policy appendices, ensuring impartial investigation and timely resolution.

Feedback shall be logged and reviewed monthly to inform service improvements.

Training and Awareness

All customer-facing staff shall receive induction training on customer care standards, equality, data protection and complaint handling. Refresher training shall be provided annually.

Monitoring and Review

Key performance indicators (KPIs) shall be established for response times, complaint resolution and customer satisfaction ratings.

This Policy shall be reviewed every 12 months or earlier where there are legislative or organisational changes.