We aim to provide a first class service for our customers by achieving those ambitions identified in our company objectives and those expected in transactions with our clients.

We take this commitment very seriously and we have a number of principles that we strive to achieve to ensure you receive the best service possible from Trust in Sport.

We will provide:

• A range of ways for you to access the services you need, in a way that is most convenient for you.  This will include electronic methods, as well as telephone, in writing and face to face
• An excellent service and will always strive to deliver regardless of how you contact us
• The best services with value for money.

Our commitment to you, we will:

• Be welcoming, polite and helpful
• Do our best to help you
• Communicate in plain language, not jargon
• Listen to your feedback and use this to improve quality of our services
• Respect your right to privacy and confidentiality.

For us to help you, you should:

• Be polite and treat us with respect
• Let us know if you have any special requirements so that we can provide the right help
• Feedback to us if you feel we are not performing accordingly.

When contacting us by telephone

• We aim to answer your call within 20 seconds
• If we are unavailable we will divert our phone to voicemail or a colleague
• Return your phone calls on the same day or when you ask us to

When contacting us in writing (either letter, e-mail or web form)

• We aim to provide a full written response to your letter within 10 working days.  Where this is not possible we will acknowledge it and keep you informed of progress.

Our service to you when operating activities/ projects

• We will always treat you with respect and ethically and all staff will operate within the company code of conduct
• Ensure all of our staff are easily identified
• All staff dressed appropriately to a high standard
• All staff qualified to the necessary standard depending on the project
• We will always operate to the highest standards of health and safety
• All activities and projects will be monitored by a designated company director

Our commitment to equality

• We will deal with your needs accordingly and treat you with the respect and understanding that you deserve and make the necessary arrangements to do so. All our staff will comply with the company equal opportunities and equality polices

Ethical business

• All our activities carry full public liability and employee insurance to 10 million pounds
• We are a fully regulated community interest company
• We are a none profit making company and will always endeavour to offer value for money
• We will retain all information relating any transactions with you in line with the data protection act. We are registered with the information commissioner.
• We have comprehensive recruitment and selection procedures. All our staff will be fully vetted and where necessary hold enhanced CRB checks and first aid.
• We will aim to pay our creditors within 14 days of invoice, likewise we would expect our debtors to pay Trust in Sport on the same basis

Our approach

• It is your right to make comments, compliments or complaints
• Your views matter
• All formal complaints or comments will be thoroughly and fairly investigated
• If we are at fault we will attempt to put things right
• No one will be treated less favourably because they make a comment or complaint.