Standards of service

We strive to offer the best possible service to all our clients in an open and accountable way and this charter sets out the high standards of service you can expect from The ACM Group.

• Our head office will be open from 8am to 5.30pm Monday to Friday. (Any exceptions or variations will be publicised.)
• Customer Contact Point (CCP) staff will aim to answer all phone calls within five rings and give the name of the organisation and identify themselves by name.
• Incoming calls on direct lines will normally be answered within five rings. When staff are not available, will be answered by colleagues, or voice-mail, which may take slightly longer.
• An out-of-hours answer service will only be used outside normal office hours, on public holidays, during staff development, in cases of emergency, or any other exceptional circumstances.
• During office hours, we aim to return all telephone or voice-mail messages within the hour, unless we have told the customer otherwise, to clarify the status of the query.
• If the query is not resolved within the hour, we will return your call and keep you informed of the progress we are making with your enquiry.
• Calls received for other members of staff, or that need to be referred to another member of staff will be logged by the individual taking the call. They must ensure that by the end of the day that the customer has been called by another staff member, otherwise they will make a quick courtesy call back to the customer.

• We will acknowledge all written communication (if required), within two working days by fax.
• We will reply to all letters, faxes and e-mails that call for a response, within five working days of receiving them. If we need more time, we will briefly acknowledge your correspondence and let you know when to expect a full response.
• Faxed requests for waste collections will be actioned immediately. When the booking has been made with the subcontractor, we will call back within 2 hours to confirm when the collection will take place.
• We will include contact names and phone numbers in all our correspondence with you.