Our Charter

The London Business Support Service (LBSS) has been created specifically to meet the needs of businesses in London that are unable to access value-for-money support.

We provide top quality business support enabling clients to optimize their own business performance. We offer a wide range of relevant business services delivered by a team of specialist Senior Advisers. This charter sets out the standards to which we endeavour to work.

Who are we?

The LBSS is a private company. It is supported by a team of executives who provide support and guidance on services and service standards to clients. The company values all feedback about the quality of its delivery. Complaints and compliments are not only welcome but requested.

Our commitment to our customers

We are committed to delivering the highest standards of service to clients. We work hard to meet and exceed the expectations of our customers and partners.

We aim to deal with everyone in a courteous and helpful manner.

When contacted we will:

	Answer all telephone calls within five rings either by personal contact or by use of an answering service
	Respond to all telephone messages requiring action within two working days
	Reply within five working days to all letters, memoranda and e-mails requiring a response
	Provide you with information about services available through us or partner organisations with which we work
	Where relevant give an estimate of the timescale to undertake a particular service and endeavour to meet that estimate
	To ensure easy access to us and endeavour to arrange meetings to suit customer timeframes
	Respond to complaints in a timely manner (see below)

Listening to you will enable us to:

	ensure we meet your needs
	identify new areas of information needed by you
	provide support specific to your needs
	continually improve and innovate

What if things go wrong?

We are committed to providing the highest quality of service, but should things go wrong and you are unable to overcome concerns through direct contact with a member of staff then please write to us with your complaint.

Click here for the compliment/complaint form

Please address your complaints to:
Chief Executive Officer
London Business Support Service
Suite 160 Hill House
210 Upper Richmond Road
London SW15 6NP

Or e-mail us at advice@thelbss.co.uk

We will acknowledge all complaints within 2 working days and provide a written response within five working days, which will either resolve the issue or will inform you of a further timescale in which to investigate the issue further.