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UKTI Commitment to customers

UKTI has a customer commitment to helping its UK and international customers by providing a range of services, to a high standard and improve customer service by listening to customer feedback.

What UK customers can expect from UKTI

UKTI is committed to helping its UK-based customers grow their businesses internationally. We aim to support UK firms of all sizes, from SMEs to large multinationals, regardless of their experience of selling to overseas markets.

We do this through a range of services which can be tailored to meet the needs of our customers. As well as working with individual companies we will help groups of companies to access trade opportunities. We charge for some of these services but many are free. They are delivered by our network of International Trade Advisers based around England – customers in Scotland, Wales and Northern Ireland can get access to support through the Devolved Administrations − and by our overseas network, which covers 96 markets in 162 locations around the world. Further support is available through specialist teams based at our headquarters and by the UK’s overseas diplomatic network.

UKTI is committed to a high standard of service. We will work hard to provide a consistently high quality service across our UK and overseas networks. We will aim to achieve 80 per cent satisfaction ratings from our customers or 90 per cent where we provide intensive one-to-one support. An independent company will ask our customers how we are shaping up through a quarterly survey and we will publish the results on our website. We also commit to using this information to improve our customer service.

In addition we promise to take customer feedback seriously and work hard to correct any failure in service. We will act in the best interests of our customers and respect commercial sensitivities. We will strive to offer impartial advice at all times and, in the event that we do not agree with a customer’s plans, we will explain our reasoning clearly and honestly.

UKTI is committed to transparency when it charges for its services. We will always explain the charges we make for our services.

UKTI is committed to providing a prompt response to customer enquiries. The first point of contact for our customers in England is their local International Trade Adviser. Customers should receive a response to an enquiry within five working days but we will strive to do so sooner. Thereafter our customers should expect clear timescales for further service delivery. In the event that we cannot deliver to time we will always contact our customers to let them know.

To find out more about our services, customers should visit the export pages of the site or call our enquiry service +44 (0)20 7215 5000.

What inward investors can expect from UKTI

UKTI is committed to playing its part in making the UK the best inward investment location in the world. We aim to provide a world-class service to foreign owned companies considering the UK as a potential location. Also, we aim to help existing investors to maximise their business potential using the unique assets of the UK. We will help companies to grow internationally, offering export advice and the use of our trade services.

Our offer is to provide bespoke, accurate and unbiased advice and information, delivered rapidly, as part of an ongoing dialogue with the company. We provide potential investors with information about the UK as a potential location, benchmarked against other countries as appropriate. All of our work is tailored to the company’s specific requirements.

We will build close relationships with existing investors in the UK, to understand their plans for growth and the challenges they face in achieving them. From this we will seek out UK-based solutions to support them.

One Global Network and One Solution for Business. We can assist clients throughout their investment journey, from their global headquarters to their UK subsidiary and third markets. UKTI’s dedicated investment professionals in 33 key markets and our network of Investment Advisers around England are here to assist – working closely with the

Devolved Administrations and with the separate arrangements under the Mayor of London through London & Partners. This will provide a single network of support for the UK which seeks to be seamless to the company. Further support is available through specialist teams based at our headquarters and by the UK’s overseas diplomatic network, including in markets where there is no dedicated investment team.

We offer one contact point with a guaranteed personalised service for companies. To find out more about our support for inward investors, visit the invest pages of the site or contact our Investment Services Team on +44 (0)845 539 0419 or by e-mail at enquiries@ukti-invest.com.