Mercia

Our Promise To You

• We will always act with honesty, integrity and openness in all our dealings with you.
• We will show you courtesy and respect at all times.
• We encourage our people to identify your expectations and do everything possible to meet or exceed them.
• We will do everything within our power to meet agreed timetables for the delivery of our services.
• We will respond to your communications promptly.
• You will always know in advance the fees to be charged for our services or the basis of charging. Where the fee is not agreed in advance we will:
  - provide an estimate upon request; and
  - keep you informed of the cost incurred on a regular basis.
• We will respond to any complaint within 24 hours.
• We absolutely respect the confidentiality of our working relationship.