CJS Service Standards CJS Complaints Procedure

CJS is an ethical small business involving a small number of personnel dedicated to conservation. We aim for the highest possible standards, guaranteed by our ‘no quibble refund’ policy.

The purpose of our Service Standards is to let people know what they can expect from CJS. They also let our staff know what is expected of them. We regularly monitor our performance against these standards and we publish a bi-annual report on our performance from our CJS Subscriber Satisfaction Surveys.

General conduct: Staff provide efficient and helpful service on the telephone and in person. They give their name in correspondence and conduct themselves professionally.

General enquiries and requests for information: We will reply within 10 working days or acknowledge within 5 working days if the subject is complex. The acknowledgement will say who is dealing with your request and when you can expect a full reply. We will reply within 20 working days of receipt or within the deadlines and timescales set by the consultation procedure. In complex cases which may exceed this response standard, we will send you an acknowledgement saying who is dealing with the case and when you can expect a full reply.

Telephone: Calls will be answered as soon as possible, usually within 15 seconds. Answerphone and fax messages will receive prompt attention and where possible calls will be returned within one working day. The use of answerphones during working hours will be kept to a minimum.

Office hours: Our office is open from 9 am – 5 pm (Monday to Friday). An answer-phone is available outside normal hours. Our offices ignore all Bank Holidays except Christmas and New Year, when we close for 2-3 weeks.

Publications: Requests for sample copies of publications will normally be dispatched within five working days of receipt of the request, and priced publications within ten working days of receipt of payment. If a publication is temporarily unavailable for any reason we will let you know when you will receive it. Also available on the website.

Invoices: Invoices will normally be paid within credit terms agreed with suppliers, subject to satisfactory delivery of goods and services.

Despite our commitment to giving high-quality services, sometimes things will go wrong. When this happens we want to know about it, and to put things right where we can. If you do have a problem contact us. We hope to sort out most problems on the spot. To find out more about our complaints procedure contact us. Our complaints procedure can also be found on our web site. If you have a suggestion or a complaint tell us about it and help us to help you.

We are committed to being as open as possible in all that we do. Our policy is aimed at helping the public and our partners to understand and be involved in our work. It also reflects our obligations under the Data Protection Act. We will provide information on request about most aspects of our work, including the data and information we hold about you. We will strive to answer requests that are reasonable and specific. However there are certain types of information that may remain confidential. For example we cannot release information that affects other legal rights or processes, particularly where personal privacy may be breached. Information about us, including our policies and work, is available from our web site. We will not normally charge for replying to information requests, unless in answering the request we would incur costs for materials or for presenting information in a specifically requested format.

Our web site contains information on a range of CJS activities, products and initiatives including news releases, publications, training events (by other providers, not CJS!), advertising, subscribing and online shop. As well as being a source of information about CJS, the web site gives you the opportunity to comment about CJS and its work via a Feedback Form.

Contact us: CJS, the Moorlands, Goathland, Whitby, North Yorkshire, YO22 5LZ. Tel: 01947 896007, Fax: 01947 896474, email: ranger @ countryside-jobs.com, web: www.countryside-jobs.com

Please see FAQs for explanations of many of our procedure. This Service Standard and our Complaints Procedure are available in the Legal Bits section of the website

CJS is committed to giving a high quality service and has a policy of providing a ‘no quibble’ refund of your payment. Despite this commitment sometimes things will go wrong. When this happens we want to know about it, and to put things right where we can.

We also like to hear any suggestions you may have about how our services are provided. We can use these to improve the way we work.

If you have a suggestion or a complaint, tell us about it and help us to help you.

Our complaints procedure

Step 1
If possible contact the person who provided the service. We hope to sort out most problems on the spot. If you are not sure who to contact, please ask and we will give you the information you need.

Step 2
If you are not satisfied with our initial reply, put your complaint in writing. Address it to the Editor of the CJS. The Editor will investigate the issue thoroughly and will reply to you within 20 days.

We will investigate your complaint thoroughly and fairly.

We will acknowledge receipt of the complaint within 5 working days. The acknowledgement will say who is dealing with the complaint and when you can expect a reply.

We will write and tell you the outcome of our investigation within 20 working days. Difficult complaints sometimes take a little longer to sort out. If so, we will keep you up to date with what is happening

If we are at fault we will try to put things right as quickly as possible. In any case we will give you a full explanation.

Helpline: 01947 896007
Fax: 01947 896474

Post: CJS, the Moorlands, Goathland, Whitby, North Yorkshire, YO22 5LZ
E-mail : ranger @ countryside-jobs.com
Web site: www.countryside-jobs.com

[Service Standards and Complaints Procedure, with acknowledgements to English Nature]

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