Culture Warrington Customer Charter

 

Culture Warrington Aim

Culture Warrington aim to provide varied, enjoyable, high quality art, heritage and events enabling the best possible experience for our customers.

 

Customer Service Philosophy

We want customers to have the best possible art, heritage or event experience with Culture Warrington and to pass this message on to their family, friends and colleagues. We achieve this by putting customers at the heart of what we do and by offering fantastic customer service consistently across the organisation.

 

Culture Warrington want to be known as a company that:

• Gives consistently excellent customer service with friendly, professional, respectful and knowledgeable staff

• Listens to customers and considers all feedback about the services it offers and responds in a timely manner to customer communications

• Has confident, action-oriented and empathetic staff with a “can-do” attitude to finding solutions and when dealing with enquiries

• Makes it easy to access events and activities including on-line services and products

• Makes reasonable adjustments to support customers with additional needs

• Apologises when a mistake has been made

• Provides relevant, up to date information

• Makes timely payments to suppliers for goods and services

• Operates within health & safety guidelines

 

What you can expect from us

Everyone can expect:

• An easy to use service

• Courteous, enthusiastic staff who will greet you in a friendly way every time

• Staff with the authority and responsibility to deal with your enquiry or to be able to refer you to someone who has

• A clean and safe environment for our events and activities

 

Artist, Agents and Hirers can expect:

• Access to professional resources

• Timely payments in line with our payment terms

• Knowledgeable staff committed to working with you to support your event

 

How you can help us

Everyone can help us by:

• Asking us if you have any questions

• Arriving at the agreed time for events and activities

• Giving us the opportunity to fix any problems by telling us as soon as possible

• Treating our staff courteously and with respect

• Reading and understanding our terms and conditions

• Providing feedback to enable us to improve our service

• Providing us with accurate information in your dealings with us

• Working with us to resolve any problems

 

Artist, Agents and Hirers can help us by:

• Following the guidelines set out in our terms and conditions

• Completing all event paperwork in a timely manner

• Respecting the environment and the enjoyment of all customers

• Paying your accounts on time and utilise your invoice number

 

Our Standards

Activity                                                             Turnaround
Response to your email or letter                  5 working days
Response to your telephone call                 48 hours Mon – Fri
Process your payment                                   30 days from receiving invoice

 

Civil Procedures

If you or your client have been injured or had property damaged and you believe it is the fault of Culture Warrington and you wish to make a claim for compensation then it should be noted that the list of our insurers is here. 

 

The main postal address for letters of claim for persons without legal representation and for Defendant Only CNFs for claims against Culture Warrington is:

 

Cheryl Siddall,
Orford Jubilee Park,
Jubilee Way,
Warrington,
WA2 8HE

 

Email address is: csiddall@livewirewarrington.org