Customer Charter

Working closely with partner organisations, the aim of PBI is to provide easily accessible, high quality, client focused business services to help businesses in Pembrokeshire be more successful. Our services are designed with small and medium sized enterprises in mind and aim to deliver a coherent and seamless service of business information, advice and guidance. Our advisers are experts in their field but should you require even more specialized help we can direct you to the most appropriate source via our virtual network of other providers.

We are committed to the highest standard of quality and client care which is demonstrated by the achievement of Investors in People and the fact that we are working towards certification to ISO 9001 standard.

As our client, you can expect the following commitment:

•  We want to fully understand your needs. Our staff will behave in a polite and professional way and respect your rights. In return, we expect our staff to be treated in a similar manner.

•  We will always try to treat you fairly and consistently. We recognise that we have a huge range of customers with different needs and aim to make sure that nothing stands in the way of everyone receiving the same good service.

•  We will always try to make sure that our staff are well informed, polite, reliable and confident and that the information they give you is up to date.

•  We will respond to all of your initial and on-going enquiries in an appropriate manner and will ensure that an advisor responds as promptly as possible yet within a maximum delay of two working days.

•  We endeavor to produce work to the highest standards of quality and professionalism.

•  All information that you provide PBI will be regarded as confidential and will not be disclosed to any other parties unless we have sought your permission first.

Notwithstanding PBI's commitment to maintaining the highest quality of services by the use of established quality standards, should you have any concerns or complaints, we will undertake the following:

•  Complaints will be acknowledged within two working days of receipt and dealt with within fourteen working days.

•  All complaints will be treated openly and fairly, so please give us the opportunity to put things right.

Please ensure that you present us with all the relevant facts and where possible include dates, times and contact names.

Address your written complaints to the Quality Manager of PBI or complete an online Client Complaint Form.