Customer Charter

Our commitments to you

Getting it right

We will:

• follow the guidance set out by the Department for Work and Pensions (DWP).
• prepare for your assessment by reading your claim form and gathering information, if required, to do a fair assessment.
• put things right if we make a mistake.

Listening to you

We will:

• actively engage with you and customer representative groups to get your feedback and explain any changes that have been made as a result.
• work with external groups to deepen our understanding of different conditions.
• use feedback to improve how we do things.
• explain clearly how to share feedback or make a complain.

Being respectful

We will:

• act professionally and with compassion.
• protect your personal information.
• treat you as an individual and respect your needs.

Meeting your needs

We will:

• provide clear and accessible information on our website about our service.
• share details of your appointment in advance, including what to bring and who can accompany you.
• explain clearly how to contact us and offer different ways to get in touch.
• offer reasonable adjustments, which have been agreed by DWP, to meet your needs.

In return, we need you to:

• Treat our people with respect.
• Be on time for your appointment.
• Share with us how your condition impacts your daily life.
• Ask if you need help to understand the information provided.
• Tell Ingeus if you want your assessment recorded.
• Tell Ingeus when we have done something well or not.