Customer care standards

1. We will open our office in Chester to serve you from:

Monday              9.00am - 1.00pm
Wednesday        9.00am - 1.00pm
Friday                9.00am - 1.00pm
Office closed for Public Holidays

Cheshire West and Chester Council
Trading Standards, 
1st Floor,
The Forum, 
Chester, 
CH1 2HS.

2. We will treat you in a courteous manner.

3. We will greet personal callers within 30 seconds.

4. Upon request we will make a room available so that discussions can take place in private.

5. Initial telephone enquiries to the service will be automatically diverted to Citizen's Advice. Citizen's Advice consumer service Advice Guide will provide you with advice and information on your enquiry in the first instance and forward your details to Cheshire West and Chester Trading Standards should further advice or assistance be required.

Telephone 08454 04 05 06

Please register your complaint or enquiry by telephone or email with Citizen's Advice in the first instance. If an appointment is required this will be arranged with you by the officer dealing with the matter.

6. We will provide a response to your enquiry within three working days.

7. We will ensure that your enquiry is dealt with by an appropriately trained and experienced member of staff.

We value our staff and have Investors in People accreditation. Staff are required to meet a minimum standard of academic qualification and we recruit from a variety of backgrounds (e.g. business, law, food). This means that we have a team of experts with a wealth of experience and knowledge across a variety of Trading Standards topics.

8. We will agree with you how you will be updated as your enquiry progresses.

9. We will do our utmost to assist you if you have special needs such as a physical disability and in appropriate cases we will arrange to visit you at a mutually agreed time and place.

10. We will assess the implications of any safety related matters on the same day that they are brought to our attention.