Customer Service Commitment

It is the aim of the Customer Service department to provide a high and consistent level of service with a strong focus on customer care.

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To achieve this this we will aim to:


Answer incoming telephone calls within 5 rings during office opening hours.

Calls will be answered courteously by informing the caller which area they have reached and who they are speaking to.

If staff members are not available to take calls, the telephone will be diverted to an answering service.


We aim to respond to all enquiries within 24 hours on a working day where appropriate. However, in some instances it may be required that follow up correspondence is necessary.

Staff will activate an auto-response prior to going on leave which states when they will return and an alternative contact.


Should you feel the need to raise a complaint with Sonatest, please discuss further with your Sonatest representative where it will be handled/rectified in a quick and efficient manner.


Should you wish to give Sonatest feedback please email or call into our office to discuss further.

We will also use a variety of mechanisms to get feedback on whether or not we are achieving our high levels of service and to gain information to enable us to develop and improve our service to meet changing needs and we would encourage you to get involved when we are seeking this.

As we will treat you with respect, we ask that you are always considerate and polite to staff members. We will not accept offensive, threatening or inappropriate behaviour or comments. Communication will stop immediately if any of these behaviours are demonstrated.