Contact us to talk to an advisor:

Customer Charter

This statement will be available in large print, on tape, Braille and minority languages on request.

INTRODUCTION

Business Enterprise Support Limited (BES), acts as a point of contact to offer free information and guidance to clients 16 and over about routes into self-employment and other employment opportunities.

In addition, BES is a SFEDI centre of excellence in business support and enterprise development. Providing training, development and assessment services for business advisors.

These services may be accessed in the following ways:

• Information and advice by telephone, e-mail, website or visit
• For guidance, an appointment may be necessary
• Information is also displayed within our reception

CONTACT DETAILS

Enterprise and business advisory sessions are available throughout the West Midlands. Advisor development and assessment services are available nationally.

Wetmore Road
Burton upon Trent
Staffordshire
DE14 1SN

Telephone : 0800 45 88 797
Fax : 01283 537130
E-Mail : info@enterprisesupport.org
Website : enterprisesupport.org

Opening hours (excluding public holidays):

Monday – Friday 9.00 a.m. – 5.00p.m.

A drop in service operates but appointments can be made. Evening and weekend appointments are available upon request.

Enterprise and business services are offered free of charge.

Advisor development and assessment services are provided at a charge.

The services provided are confidential and are delivered by fully trained and competent staff.

We provide the following:

• Information and advice on routes into self-employment
• Information and advice new businesses and the development of new businesses
• Information and advice on further and higher education opportunities
• In-depth support for job search
• Signpost to other relevant organisations
• Professional development programmes for business advisors
• Small incubation and managed workspace

WHAT YOU CAN EXPECT FROM BUSINESS ENTERPRISE SUPPORT

• You can be expected to be treated fairly regardless of gender, mental status, ethnic origin, disability, age, sexual orientation or religious belief, in line with current Equal Opportunities Legislation
• Enquiries will be dealt with confidentially, impartially and in a fair manner
• Staff will be courteous and professional at all times. In addition, staff will be properly inducted and trained to a competent level. All staff work to BES quality management system and recognise the standards laid out by matrix, Prowess and Customer First
• Information requests will be responded to within 2 working days. Other more detailed information requests will be dealt within 5 working days
• Visitors to the main office at BES will be attended to within 2 minutes. Appointments will be necessary for in-depth interviews. You will be allocated an hour for an interview. In the event that an interview is delayed or cancelled by BES, you will be consulted a mutually agreed reappointment will be made
• Information held by BES will be accurate, up-to-date and appropriate to your needs. This information will be regularly monitored
• Staff will network with a wide range of organisations to source information and for referral purposes
• BES is registered with the Information Commissioner’s Office, and no information about you will be passed to a third party

YOUR COMMITMENT AS A CLIENT

BES expects you to:

• Act in a courteous manner
• Provide an appropriate level of relevant information about yourself
• Take ownership of information, advice and guidance offered to you
• Follow up information where appropriate
• Keep appointments made on your behalf
• As an advisor keep appropriate and up-to-date CPD records

LIMITATIONS OF SERVICE

To provide a more comprehensive service, BES ensures that members of staff have access to an extensive network of opportunity providers that can be used for referral purposes. Information held within BES is supplied in English only. In the event that this does not meet the clients’ needs, every effort will be made to provide a fair service through the referral system.

FEEDBACK QUESTIONNAIRES

In order that BES may enhance its service to you, any feedback from clients will be welcomed and acted upon as appropriate. Occasionally, BES may request feedback in the form of questionnaires and through a comments book.

MAKING A COMPLAINT, COMPLIMENT OR SUGGESTION

We intend to provide you with a service of the highest quality and any complaints and suggestions are welcome so that we may use them for service development. However, we recognise that occasionally things do go wrong. If you feel dissatisfied with any aspect of our service we would like the opportunity to put it right.

If you feel we have not fulfilled our charter commitments please write to the Quailty Manager, of BES.

In the event that your complaint is not resolved, you should write to the Chief Executive, Judith Kirkland.

This Charter will be reviewed at the Company’s Quality Meetings by the Executive Team.