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Governance & Compliance

Customer Charter


Take Ownership

  • Define requirements and set expectations
  • Co-ordinate responses within timescales and check
  • Evaluate and benchmark performance- improve process where necessary


Make it Easy

  • Keep communications simple and jargon free
  • Provide a service index and clear, up to date contacts
  • Regular review of range of products and services



  • Tailor communications to meet customers needs
  • Be clear about deadlines and expectations and consult on timescales
  • Collaborate with partners to find the best solution for the university
  • Flex the service to align with the University's strategic priorities


Build the Relationship

  • Understand our customers' needs
  • Keep communication channels open and accessible
  • Seek feedback and make improvements where necessary
  • Create an environment where everyone is living the values and behaviours are challenged 



We welcome feedback on whether we achieve the standards we have set.  Please contact us on 0131 455 6408 or email us at g.ingram2@napier.ac.uk