The Rural Payments Agency has launched a ‘customer charter’, outlining what farmers should expect from the service and what they should do when things go wrong.
The agency has said that the cornerstones of the document are about dealing with any queries quickly, politely, professionally and within the published timescales - and in ensuring customers are always communicated with in a clear and open way, with transparent complaints and appeals processes.
The document will be updated regularly.
Read it here.
NFU President, Peter Kendall, said: “The relationship between farmers and the RPA has been far from good in the past. The RPA’s Customer Charter is a move in the right direction; building a professional relationship with the farming industry is greatly welcomed.”
RPA Chief Executive Mark Grimshaw said: “We are placing customers at the heart of everything we do, and this is one of first ways we can demonstrate our commitment to improving the services we offer them. In line with our commitment to work with industry partners to drive up service standards, both stakeholders and customers were involved in the production of this new charter to ensure it met the needs of farmers and food producers.”
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