Customer charter

PRIMIS has been ISO 9001 certificated for over 18 years and it is a sign of our long-term commitment to delivering quality and prioritising customer satisfaction. It means we have implemented a framework of processes, checks, and controls designed to ensure consistent quality and continuous improvement in delivering our products or services. 

We have developed the following Customer Charter to outline our commitment to providing a quality service.

When you use our services, we will do the following:

• provide a professional service delivered by an expert team
• provide help and advice appropriate to your information needs and requirements
• be an honest broker, providing impartial and accurate advice to all customers. (If your request isn’t feasible or we don’t feel we are the right supplier for your needs, we will let you know)
• ensure you receive a prompt response to your enquiries
• provide a named primary contact for your project
• treat all conversations/enquiries as confidential
• in the event you are not satisfied we will treat your comments seriously and utilise your feedback to improve our service

How you can help us to help you:

• on request provide any relevant information in a timely manner
• let us know immediately if you are not happy with the service you receive
• provide feedback: we need to know what you think we do well and what needs to be improved

If you have worked with us on a project and would like to provide feedback, please complete the following form:

PRIMIS project feedback form

If you are dissatisfied with an aspect of PRIMIS and wish to make a complaint, please email our Managing Director, Kerry Oliver at kerry.oliver@nottingham.ac.uk

If you would like a copy of our complaints procedure document, please email enquiries@primis.nottingham.ac.uk 

Please also refer to the University of Nottingham's webpage on complaints procedures.