Our service styles

In 2018, we launched our Customer Experience (CX) programme – a business wide initiative to ensure that we provide our customers with an excellent customer experience every time.

The strategy has been developed based on customer feedback, in which you told us that you wanted us to be:

  • Easy to do business with
  • Reliable in responding to and communicating with you
  • Empathetic and understanding of the issues you have

Through this feedback, we have created three new service styles – Easy, Reliable and Empathetic. We will ensure we deliver on these service styles by doing the following things:


  • We will ‘own it’ to make sure things are done for our customers
  • We will never (ever!) ignore customer pain points and will work relentlessly to fix them
  • We will listen and record things carefully so that our customers never have to repeat themselves


  • We will always do what we tell the customer we will – customers will never have to chase us
  • We will always keep customers updated
  • We will improve things when we get it wrong so other customers don’t experience the same issue


  • We will be human, and understand that every customer has different needs and priorities
  • We will listen and be empathetic, especially when we have to say no
  • We will believe the customer and acknowledge the impact when we get it wrong