Last updated: 3 October 2026
U&P Recruitment Ltd wants to put our clients and candidates at the top of our agenda. This customer service policy sets out what this commitment means in practice: what our clients and candidates can expect from us, and what we ask of them.
Our customer service policy makes clear our commitment to provide excellent services that offer value for money. Key to achieving that is a good relationship with our clients and candidates.
We work with housebuilders, agents and candidates across the New Homes Sales sector, and everyone should receive the same high-quality response. This policy and the standards within it apply to everyone.
1. Why have a policy?
Clients and candidates who register with U&P Recruitment Ltd have an expectation of the services we provide. It is important that you know what to expect from us, so that you can measure whether we are meeting those expectations. As a recruitment agency and employment business we provide a range of services, and it is important that all of our staff understand and deliver the same high-quality service, whichever consultant you deal with.
2. Our customer charter
U&P Recruitment Ltd wants to be an organisation that puts the needs of the customer first. Our staff are committed to providing a responsive, caring and professional service.
We promise to:
- act in a professional manner and be polite at all times
- deal with your enquiry promptly, or explain the reason for any delay
- listen to you and ask for your views
- keep our promises
- be open and honest and explain our decisions
- apologise when we make a mistake and put things right
- accept your right to complain and guarantee a full investigation and considered response
- treat you and your data with respect
We would like you to:
- give us the information we need to help you
- treat all our employees appropriately and with respect
- help us to improve by giving us your feedback
If we don’t do as we say in this charter, please tell us.
3. Our customer standards
We aim to:
- answer the phone within seven rings
- return your call within one working day if you have left us a message
- see you within 15 minutes of an appointment time, or explain why if we can’t and let you know when you can be seen
- acknowledge emails sent to info@uandp.co.uk within 48 hours and respond fully within 10 working days
- reply to letters within 10 working days
- contact you to explain why, and give you timescales, if your query can’t be resolved within 10 working days
- respond to complaints within 15 working days, as set out in our Complaints Policy
We will also:
- resolve your query at the first point of contact, or give you the details of who can help, together with timescales
- communicate in plain language
- make sure the buildings we use to provide our services are accessible
- respect your privacy, and offer a private space for discussions if needed
- provide identification on request
- have well-trained, confident staff with the skills and knowledge to do the job
What we ask of you:
- treat all of our staff with courtesy and respect, avoiding unacceptable behaviour
- give us the information and documents we need to help you
- tell us when we do not meet your expectations, and share your views and suggestions
4. How we monitor this policy
We will:
- make it easy for you to make a complaint, comment or suggestion
- monitor complaints to make sure we learn from our mistakes
- monitor our performance against these standards and this policy
- train and support our staff to provide better customer service
- regularly ask for customer feedback
5. Contact us
You can contact us on 023 8027 0002, by email at info@uandp.co.uk, or by post at U&P Recruitment Ltd, Unit 34, Basepoint Business Centre, Abbey Park Industrial Estate, Romsey, SO51 9AQ.