We have published our Customer Service Charter and Action Plan 2023-2025 which outlines the level of service we aim to provide to our customers.

We are committed to providing high-quality, timely, efficient and courteous customer service in all interactions, always treating customers equally.  

Our Customer Service Charter outlines the level of service NMBI aims to provide to our customers and the Customer Service Action Plan 2023-2025 sets out the actions we will take over the next three years to deliver on the Charter.

Both documents have been developed in line with our Statement of Strategy 2023-2025 and the Government's Twelve Guiding Principles of Quality Customer Service for public sector organisations.

Both documents were revised following a public consultation held from May to July 2023.

The Customer Service Charter and Action Plan 2023-2025 are available to read on our website.