OUR COMMITMENT
‘ To provide our customers with professional and excellent services every time ’
OUR STANDARDS OF SERVICE
We aim to achieve a 95 % level of customer satisfaction with 90 % rated at very good / excellent .
The Customer Service Centre aim to answer telephone calls in a pleasant and efficient manner or provide an answer phone message explaining any delays , this message will be available outside office hours . The telephone call abandonment rate will be less than 10 %.
We aim to see 90 % of customers within 10 minutes of their appointment time . If there are any delays , we will offer an explanation .
We aim to answer all correspondence ( including electronic ) within 5 working days of receipt . We have a clear and accessible compliments and complaints procedure .
CUSTOMER SERVICE CHARTER Our commitment to you is : To treat you courteously , efficiently , tactfully , fairly and in confidence . To introduce ourselves by name and wear name badges for identification . To treat everyone equally .
We aim to offer a range of appointments at offices in Lincolnshire within the following time scales : Registering a Birth – within 5 working days of contact or requesting an appointment .
Registering a Death or Stillbirth – within 2 working days of contact or requesting an appointment and we will strive to offer an appointment on the same day / next day , whenever possible .
Notice of Marriage / Civil Partnership – within 10 working days of contact or requesting an appointment .
We are also able to offer a selection of venues licensed for civil ceremonies and , wherever possible , and within the restrictions of the law , we will provide a ceremony in Lincolnshire at any time throughout the year . To help plan that special day we will aim to take provisional bookings for these ceremonies up to two years in advance . We are proud of the service provided in our Registration Offices but we are not complacent and are continually looking to improve the services we offer . We have a compliments and complaints procedure to help us deal with your views effectively . Whether you were satisfied or dissatisfied with our services , please tell us .
The most effective way of commenting is to speak to one of our staff . They will record your comments and make every effort to resolve any problems there and then . If you are dissatisfied with the outcome , the County Council Complaints Procedure can be used . Details are available from any member of staff . Copies of the Complaints leaflet are available in every office .
Alternatively , you may contact the Customer Service Centre on : 01522 782244 , email : regist @ lincolnshire . gov . uk or simply write to us at Registration and Celebratory Services , 4 Lindum Road , Lincoln LN2 1NN .
The publication is entirely funded by advertising .
Whilst every care has been taken in compiling this publication , Lincolnshire County Council and Lincolnshire Registration and Celebratory Services cannot accept responsibility for any inaccuracies , nor guarantee or endorse any of the products or services advertised . All the information in this brochure is correct at the time of print . In the event of an emergency , every effort will be made to provide a reasonable alternative venue , however we strongly advise you to take out separate insurance to cover all risks associated with your ceremony , reception and honeymoon .