Client Charter
St Albans Enterprise Agency Ltd (STANTA) is committed to providing business start-ups and established local businesses with high quality, professional and efficient services that are relevant to individual business needs.
Our clients can expect:
- To be dealt with courteously and efficiently
- To have any queries dealt with effectively
- That the advice and help given will be independent and in the clients’ best interests
- To get advice with enthusiasm and, where necessary, with a caution. STANTA recognises that it may sometimes have to tell clients what they would rather not hear, and will not shrink from doing so. It is our objective, however, that clients should leave in positive frame of mind
- To be treated with equal consideration and respect
- That information provided to STANTA staff is confidential and only specific data will be shared with contractual funding organisations
- That STANTA staff will adhere to the principles and requirements of the organisation’s Quality Policy
Our Commitment to Clients
We are committed to providing excellent service and to seeking continuous service improvement. Should the service not meet your expectations, we would welcome your comments and suggestions for improvement.
If you are unhappy with our services and have a complaint, you can either write us a letter, or talk to a member of our staff of your choice, who will record your complaint and send you a copy of what they have noted.
All complaints are handled as urgent and will be brought to the immediate attention of the Executive Director who will acknowledge the receipt of your complaint within 7 working days. The Executive Director will carry out an investigation and will respond to you within 14 working days of the letter of acknowledgement. All complaints are reviewed by the Non-Executive Chairman.
If we exceed your expectations then we would also be pleased to hear from you so that we can compliment the people involved and build on the experience for the future. Would you please send your feedback to:
- Mel Hilbrown
- Executive Director
- St Albans Enterprise Agency Ltd
- Suite 19, Stanta Business Centre
- 3 Soothouse Spring
- St Albans
- Herts, AL3 6PF
