Registration Service Customer Service Charter

The Worcestershire Registration Service has agreed the following standards of customer service:-

• Staff will be polite, courteous and will identify themselves by name.
  
• Interviews will be held in private rooms
  
• The information given during the registration process will be treated in the strictest confidence and will not be passed on to anyone who is not entitled to it by law.
  
• The process of registering births, deaths and marriages operates in accordance with the provisions of various Acts of Parliament. Staff will offer to explain what can be quite complex rules and regulations
  
• If you telephone the Service we will endeavour to answer the call within five rings (Target 90%)
  
• Registration Offices with appointment facilities will endeavour to offer an appointment to
  

Customers wishing to register a death within two working days (Target 95%)

Customers wishing to register a birth within three working days (Target (95%)

Customers wishing to give notice of marriage within four working days (Target 95%)

• An explanation will be supplied within ten minutes of an appointment where it is not possible to see a customer at the time of the appointment
  
• Registration Offices without appointment facilities will endeavour to see all customers within one hour (Target 90%)
  
• If appropriate, customers will be given at the beginning of an appointment an indication of how long it will take.
  The Service aims to fully respond to all letters or provide a progress report on more complex issues within two working days of receipt (Target 90%)
  

If you have a comment, compliment or complaint about the Worcestershire Registration Service, please contact:

Sharon Duggan, Registration & Coroners Services Manager

Telephone (01905) 728754

or email sduggan@worcestershire.gov.uk

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