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 services and products we deliver meet the real needs of our customers.
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 Business Partnering): Ceryse.Fear@sibgroup.org.uk.
Whether it's listening to what our customers need or treating colleagues with respect, people are at the heart of everything we do. For this reason, we've set up a Customer Panel to help us get feedback on what we do and how we do it.
In 2017 we recruited the first members of our Customer Panel after an open recruitment process: the panel is made up of ten people.
We share ongoing learnings from our customer feedback from surveys and feedback from the panel in our newsletter and our blog, so watch this space.
|Richard Thickpenny||Ashley Community Housing|
|Paul Silvester||Foresight (North East Lincolnshire) Limit|
|Natasha Thomas||Keighley Shared Church|
|Shirley O’Donoghue||Holistic Harmony CiC|
|Gaynor Williams||Lister Steps|
|Richard Jones||Manchester Deaf Centre|
|Kath Parson||Advocacy Training|
|Carolyn Boyce||Prosperity Hub CiC|
|Paul Kelly||Resolving Chaos|
|Mary Spillane||Voluntary Sector Business Consultant|
Our Customer Engagement Strategy
For the purpose of this strategy our customers are impact-led organisations that apply to - and are benefiting from - our funding programmes.
There are 4 strands to our customer engagement strategy:
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.
"It was good to get some clear guidance from the panel. I write funding applications every week and you get knocked back a lot that is just the nature of it. It's not that often you get some really clear feedback about what to do next and how you can improve it, so that was really useful."
Charity surveyed in Big Potential Breakthrough Evaluation Year 3 February 2018