WLRS Service Standards
However you contact us, we will try to give you an efficient, accurate and helpful service. We will tell you what you need to do and by when. We will always tell you our names, and be courteous and professional. We will ensure all our customers are treated fairly.
You can speak to a case officer between 9am to 5pm, Monday to Friday. Outside these office hours you can leave voicemail messages, fax or email us.
If you have special requirements, please let us know and we will do all that we reasonably can to help.
Our commitment to you on service standards
The first time you contact us we will tell you the name of the case officer who will be dealing with your applications.
When you telephone us
We will answer within 5 rings and give you our name. If you ring ‘out of hours’, or the person who usually deals with your application is not available, you can leave a message on voicemail. We promise to cal you back within one working day.
When you write to us
We will reply within 15 working days. If we can’t give you a full reply within that time we will tell you why, and tell you when you can expect a full reply.
When you apply for a CITES permit
We will send you an application form on the day we get your request. We will process 90% of fully completed applications within 15 working days and aim to process 50% of more straightforward applications within 5 working days. The remainder will be processed within 30 working days.
When you apply to register a bird
We will send you an application form on the day we get your request. We will process 90% of fully completed applications within 7 working days, and the remainder within 15 working days.
If you need to visit us at our offices, please call us and we will make you an appointment.
Performance against these standards
We send an annual customer satisfaction survey to our regular customers, so that we understand how well we are doing. If you have not heard of this before and would like to take part in this survey, please send your contact details to: wildlife.licensing@animalhealth.gsi.gov.uk.
Page last modified:09 January 2007
Page published:31 January 2007