Customer Service Charter

 

Please click on the links below to access Customer Service Information.

Our standards of service
Contact Information
Complaints Procedure
Delivery Information
Privacy Policy
Security Policy
Feedback
Further information

Our Standards of Service 

 

Liam Healy & Associates are full members of the British Psychological Society's Division of Occupational Psychology which guarantees that our work is of the highest ethical and professional standards. We are also founder members of the Association of Business Psychologists.

To demonstrate our commitment to providing a professional, quality service delivered in a prompt and responsive manner, we will:

	treat you with courtesy and respect;
	assign a named Occupational Psychologist to look after your order;
	treat you in an ethical manner;
	treat confidential information appropriately;
	resolve any concerns, problems, enquiries or complaints quickly.

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Contact Information

Email
customerservice@careerpsychologycentre.com

Address
Liam Healy & Associates
PO BOX 97

South Shields

NE34 7YW

If you fax, e-mail or write to us with a genuine enquiry we will:

	acknowledge your communication, within two working days;
	aim to provide an answer within 5 working days and where this is not possible, we will keep you informed of progress;
	include contact names and phone numbers in all our correspondence with you.

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Complaints Procedure

If we receive a complaint, we resolve to deal with it as quickly as possible.

We will aim to

	Acknowledge the complaint within 2 working days.
	Resolve the complaint within 7 working days
	Keep customers informed of progress at all stages.

 

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Delivery Information

We can normally turn around orders within 24 - 48 hours, usually much quicker. Each order is dealt with personally and we provide you with the following information regarding the progress of your order.

In all cases you will receive automatic notification by email that your order has been received, this will include an order reference number which you should retain for reference.

SOLUTIONS 

Orders are normally processed the same working day, or within 24 hours depending on exactly when we receive your order (subject to normal working hours). Once we have received your order we will email you with a password to allow you to fully enable SOLUTIONS.
Current reply time average - 30 minutes (August 2002)
 

Careers Interest Reports and Career Development Reports
Before we can produce your report you will need to complete an on-line questionnaire. Once we receive your completed questionnaire we will post your finished report within 24 hours.
Once we have received your order:

1. You will receive notification from us that your order has been received.

2. We will email you with a password to enable you to access the appropriate questionnaire(s) on our site.

3. You then receive notification when we have received your completed questionnaire.

4. We will notify you when we have dispatched your completed report.

Current reply time average - 1 hour (August 2002)
Current report delivery time, after receiving questionnaire submission average - 24 hours (August 2002)

The Personal CV and Resume Writer
Orders are normally processed the same working day, or within 24 hours depending on exactly when we receive your order (Subject to normal working hours) Once we have received your order we will email you with the download and set up instructions.
After this you are required to email or call us with a unique identifier, which the software will generate for you. We then send you the password to fully enable The Personal CV and Resume Writer.

Current reply time average - 1 hour (August 2002)

 

The Job Application Tracker
Orders are normally processed the same working day, or within 24 hours depending on exactly when we receive your order (subject to normal working hours). Once we have received your order we will email you with a password to allow you to fully enable The Job Application Tracker.
Current reply time average - 30 minutes (December 2002)

 

 

The Career Search Manual

Orders are normally processed the same working day, or within 24 hours depending on exactly when we receive your order (subject to normal working hours). You will receive email confirmation when your Career Search Manual is sent out to you in the post.

Current reply time average - 1 hour (January 2003)

You can call or email us at any time to check on your order status.

 

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Privacy Policy

We fully realise that as the Internet develops, people may be concerned about certain aspects of security and confidentiality. Our method of dealing with clients has been developed over years of working with some of the UK's best known companies.

We fully appreciate the sensitive nature of some of the work we do, and so for your peace of mind when ordering from us we specifically guarantee you that -

	All communications are treated in the strictest confidence.
	All reports produced are strictly confidential and are not released to any third party. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
	We do not 'sell' client details to any third party e.g. mailing lists, nor do we use any principle of 'implied consent'. We will only use the information you provide for the purposes of dealing with your order. We never release client details to anyone else.
	We will give you the chance to refuse any marketing email from us in the future.
	We will never collect sensitive information about you without your explicit consent. The personal information which we hold will be held securely in accordance with our internal security policy and the law.
	If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

 

‘Liam Healy and Associates’ are registered under the Data Protection Act 1998, No. PZ5281155. Under the Data Protection Act, you are entitled to access the data we hold on you for a nominal fee (£30).

 
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you when you visit our site again, unless you modify your browser settings.

Having said all of this, the reports we produce do not usually contain any controversial or sensitive information! But we do believe that the recipient should have control over them. Consequently, all Careers Interest and Career Development Reports are mailed under plain cover and marked 'STRICTLY PRIVATE AND CONFIDENTIAL' directly
to the address you provide. We do not send reports via email.

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Security Policy

The content of our site is hosted on a secure server.

All emails we send are checked with up to date anti-virus software.

Our on-line ordering system is secure. All on-line credit card transactions are processed by NetBanx (www.netbanx.com), a third party secure credit card processing service and winner of the ISPA Best E-commerce Award 1999 & 2000.

All credit card transactions are security encrypted and carried out over a secure link by NETBANX. At no time are your credit card details passed to us.

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Feedback 

 

As we are committed to customer service and continuous improvement, we value feedback from you on how we can improve our service. After you have completed you order and received your purchases, we will give you the opportunity to complete an anonymous feedback questionnaire about the quality of our service.

If you are happy with our level of service, then please take a moment to let us know.  We would like to receive your feedback, in writing or by phone, because it gives us the opportunity to recognise and reward excellent service by our staff. Click here for our online feedback form.

If you are not satisfied, please let us know so that we can resolve the issue and prevent it from happening again.

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Further Information 

 

If you need further information about any of the services that we provide, please contact our customer service team on customerservice@careerpsychologycentre.com

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