Ofsted Outstanding 2010 - 2011

Customer Service Charter

Customer Service Our Mission





"To deliver high quality learning and training, developing a skilled workforce, and inspiring individuals and companies to achieve their full potential." 

Customer Service Spirit Values 




Supportive – helping learners, employers, partners and colleagues achieve their goals and ambitions

Pursuit of excellence – high level consistent customer service
Inspire – set the very best example and encourage others to work towards achieving this
Recognition – of success and celebration of achievement
Integrity – uncompromising quality and honesty
Team – effective as an individual and as a team

Haddon Training Limited is committed to delivering the best customer service. This Charter lays out the level of service you can expect from us and the targets we have set to ensure that we meet your customer service needs. We put the customer first. 

Community Commitment To You

Clear communication

We commit to providing you with a clear explanation of the programmes we offer, the expectations of all parties and options available.

We commit to assisting in identifying your specific learning needs and suggesting an unbiased training or education solution which is tailored for you.

We commit to assigning you a single contact person who takes ownership of your enquiry until it is resolved.

A courteous, professional and friendly manner

We commit to being professional, friendly and courteous in our dealings with you by: treating you with dignity and respect; behaving with honesty and integrity; identifying ourselves when we talk to you; having trained and professional staff who uphold this service charter.

All staff will wear clearly identifiable Haddon attire together with their lanyard at all times.

In line with our policies treat everyone fairly, whatever their age, sexual orientation, disability, religious belief, ability, gender or race.

Timely communication

We answer your telephone call courteously, promptly and professionally.

We aim to resolve your enquiry for you the first time you call. If we don’t have an immediate answer we will find out for you and let you know who will be contacting you with the information and when.

We respond to your emails within

2 working days and answer letters within 5 working days.

If we have to cancel appointments we will endeavour to give you 72 hours’ notice.

If you have a complaint we aim to resolve it for you within 10 working days or keep you fully informed if it takes longer. We commit to resolving any mistakes fairly, openly and honestly.

We commit to interacting with you on financial matters in a straightforward, correct and timely manner.


We commit to holding information about you in accordance with legal requirements and protecting your personal information by not disclosing it to anyone else without your consent or unless we are required to do so by law.


The Senior Management Team at Haddon Training recognises its moral and legal responsibilities to sound sustainability management, encompassing environmental, social, economic and technological factors, in line with our vision for “excellence in learning”.

Celebrate success

We will strive to share good news stories, circulate case studies and regularly celebrate employer, learner and staff achievements.

Quality of product, service and delivery

We commit to using appropriately-trained and highly competent personnel in the design, development and delivery of our products and services.


We value your suggestions for improving the quality and care of our service and you may do this by contacting us directly or through our periodic customer surveys.



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