Corporate report

Customer Charter

Updated 29 April 2024

© Crown copyright 2024

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This publication is available at https://www.gov.uk/government/publications/planning-inspectorate-customer-charter/customer-charter

The Planning Inspectorate is committed to delivering decisions, recommendations and advice to customers in an open, fair, impartial and timely manner.

1. Our promises to you – we will:

  • Be helpful and polite, and treat you with courtesy and respect at all times;
  • Listen and respond to your concerns, apologise for and learn from our mistakes, and use your feedback to improve how we do things where possible;
  • Decide all cases efficiently and as quickly as possible;
  • Make guidance available to help you understand the process and timetable;
  • Ensure cases are handled by people with the right level of experience and expertise;
  • Make well-reasoned and informed decisions across all areas of business;
  • Support and encourage the use of Welsh in the handling of our roles within Wales.

2. In return – we ask that you:

  • Read and follow the guidance we make available and let us know if anything is unclear;
  • Provide the necessary and relevant information to make your case in a succinct and accurate manner;
  • Use our online service or communicate with us electronically whenever possible;
  • Understand that you may not get the outcome that you want;
  • Treat our staff with courtesy and respect, and accept that we will not tolerate rude or abusive behaviour in any form of communication;
  • Let us know if our service to you falls short and give us the opportunity to put that right;
  • Understand that we cannot (a) advise you on how to argue your case, (b) provide legal advice or (c) change a decision or recommendation on a case once it is made.

3. Outcomes for Breaching the Charter

If the promises set out in the Customer Charter are not met:

  • We will acknowledge any breach promptly and offer an explanation or remedy as appropriate.
  • We may conduct an internal review of the service provided and implement changes if necessary to prevent future breaches.
  • Persistent breaches may result in an escalation process, including reviews by management and the implementation of corrective action plans.
  • Severe breaches may lead to disciplinary action against the staff involved and may inform training and development to ensure compliance with our charter in the future.
  • Customers who repeatedly fail to meet their responsibilities as outlined may face restrictions on their interactions with our services.
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