We put our customers at the heart of everything we do. In a world where new technology and innovation is constantly driving new ideas, where competition is increasing, where cost reduction is ongoing, and where inequality, disadvantage and community need are increasing, we have a duty to make sure that the support we deliver continues to be most effective for those who need it most.
Our customer service goes hand-in-hand with our commitment to quality in everything we do. We are accredited to the international quality standard ISO 9001-2015 and you can see our current Quality Policy below.
We have policies that are about good practice and customer protection relating to Malpractice, Fraud and Anti-Money Laundering. If you could like to get in touch with any questions regarding these policies, please contact Ceryse Fear (Head of Audit, Compliance, and Risk): Ceryse.Fear@sibgroup.org.uk.
Whether it's listening to what our customers need or treating colleagues with respect, putting people first is key in putting our customers at the heart of everything we do. For this reason, we set up our original Customer Panel back in 2017 to help us get feedback on what we do and how we do it after an open recruitment process.
At the end of 2020 we redesigned our customer panel into a Community Panel of 11 members. This panel will continue to function as a formal feedback platform to discuss SIB’s ideas and work with customers, helping to improve our ‘four Ds’, as per our Customer Engagement Strategy:
The redevelopment was informed by feedback internally, our previous customer panel and testing out ideas with the sector.
Using an online platform, SIB will contact panellists on an ad-hoc basis to discuss ideas, obstacles, and questions about the work we are delivering or developing.
During recruitment we focused on looking for diverse range of individuals working across the social sector – with different backgrounds and experiences, ranging from service delivery and entry-level roles, to consultants, managers and CEOs. We had a particular interest in broader representation and involvement of women, young people, a range of socio-economic and regional backgrounds and those from black, brown and other minority ethnic communities. This shaped our outreach and expansion beyond our usual audience.
We'll be continuing to share learnings from the panel and what they'll be working on this year and beyond in our newsletter and our blog, so watch this space. If you have any questions on how the Community Panel works, please contact Jenny Smith (Learning Lead): firstname.lastname@example.org.
Complaints and Feedback
We're always trying to improve and want to hear about your experience with us. Please find our full complaints procedure here.