Customer Charter
Who we are
The Water Industry Forum is a membership business network for suppliers of water and waste water products and services based in the Yorkshire and Humber region. Members supply to both the water industry and/or industrial & commercial users.
The Forum is funded by the Regional Development Agency, Yorkshire Forward, and provided under contract by Yorkshire Chemical Focus Ltd.
Yorkshire Chemical Focus Ltd is a not-for-profit company which provides a similar business network for the chemical sector. More details about Yorkshire Chemical Focus may be found at www.ycf.org.uk
What we do
The Water Industry Forum supports the water and waste water industry supply chain in Yorkshire and Humber through a vibrant regional business network.
Our primary focus is to promote economic growth in the region’s water and waste water sector. We do this by helping companies to find new business opportunities together with the support they need for exporting to new markets, forming collaborations with research institutions and developing new products and processes.
Through a series of workshops and seminars we also promote the transfer of product, process and regulatory information to enable experiences to be shared, problems solved and the needs for innovation identified.
What you can expect from us
We will:
-
initiate or be involved in activities/programmes/projects of relevance to the industry.
-
hold regular events/seminars on industry related issues
-
initiate and host industry “special interest” network groups.
-
maintain a diary of programmes, events and conferences on our website
-
issue reports and reviews on events/activities of relevance to the industry.
-
keep you informed through:
-
face to face meetings
-
website
-
newsletter
-
mail shots (paper and electronic)
-
-
work with other relevant support organisations to enable our members to gain access to their services and benefits through their membership of WIF.
-
maintain a list of members on our website and provide a dedicated web page for each member.
Our values
We will:
-
be driven by our members’ and industry needs
-
maintain a highly credible reputation through the delivery of a first class service developed around the needs of our members and the industry
-
act professionally in all our dealings with those organisations and individuals with whom we engage
-
present a responsive and reliable team to those organisations and individuals with whom we engage
-
retain and demonstrate our independence through an objective approach to our business activities.
Our commitments to you
We will strive to provide an independent and professional service.
Any information communicated to us by our members will be regarded as confidential. We will seek prior consent before passing on any information not in the public domain to any other member company or to third parties.
We will always put our member company names forward as potential suppliers in response to queries; however, this should not be construed as WIF having approved one supplier in preference to another.
We will regularly interact with our members, and welcome feedback and suggestions.
We will use this feedback to identify issues for us to manage and address or services for us to provide.
Actions from visits, meetings, telephone calls, etc will be completed within agreed timescales or we will advise of any delay in a timely manner.
Making complaints
We believe that we can resolve most problems that you might have by simply getting in touch with us. However, if you are not satisfied that a problem has been resolved or has not been handled to your satisfaction, you may take your complaint further.
Step 1: Contact us
The first step is to talk to any member of our team. This can be done informally or formally, either in person or by telephone. If we can, we will resolve the problem immediately. If we are unable to do this, we will record your concern and take determine how best we can resolve it and on what timescale. We will share with you what we will do within 5 working days of you contacting us.
Step 2: Taking your complaint further
If we have not resolved your complaint to your satisfaction, you can make a formal complaint in writing to the Chairman, Yorkshire Chemical Focus Ltd, setting out the details, explaining what you think went wrong and what you feel would put things right. Your complaint will be acknowledged in writing within 5 working days of receipt. We will inform you of action being taken and the timescale on which you can expect a full response from us.
How to contact us
Peter Drake
Director
E-mail: peter@waterindustryforum.com
Telephone: 01484 554 097
Justine Watson
Project Manager
E-mail: justine@waterindustryforum.com
Telephone: 01484 554 111
Lyn Brooks
Membership & Events Co-ordinator
E-mail: lyn@waterindustryforum.com
Telephone: 01484 554 028
