Delivering for our local community

Customer Charter

Customer Charter

Probe (Hull) Ltd is committed to building excellent relationships with customers, clients and external partners and to the continuous improvement of the services we provide. This Charter sets out the quality of the service you can expect from us.

Mission Statement

Our mission is to work with local people to help build prosperous, safe and attractive neighbourhoods.

We will support local people to fulfil their potential by offering a range of opportunities and services relating to advice and guidance, employment, training and enterprise.

We will continuously develop and promote our services which directly help to improve community safety and attractiveness.

We value our customers, clients and colleagues and treat others with respect and integrity. All staff of the organisation will accept responsibility and accountability for their actions.

Our Commitment to You

We believe in treating every customer as an individual, therefore we are committed to providing effective and efficient services in a professional manner. We have a commitment to providing services free from discrimination on the grounds of ethnic or social origin, gender, disability, age, sexual orientation, religion or nationality. Our staff operate within and adhere to our policy and procedure relating to Equality of Opportunity.

As one of our customers you can expect:

Standards of Service

As part of our commitment to a high standard of customer care we aim to:

Customer Feedback

Probe (Hull) Ltd welcomes comments and suggestions about our services from our customers. We appreciate hearing about the service that you have received and will use your feedback to continue to improve our services.

Suggestions boxes are located at all Probe sites. Please use these to offer your feedback on our services. From time to time, when you visit our sites you may be asked to fill in a feedback form. Alternatively, you may choose to give us verbal or written feedback. You can do this by addressing your comments to the relevant Site Manager.

Complaints Procedure

Most people have a good experience of working with us, but from time to time customers will be dissatisfied with the standard of service they have experienced. Such issues need to be addressed in order to ensure that our normally high standards are maintained. We hope that our customers never have cause to make a complaint, but any complaint we do receive will be dealt with promptly and effectively in order to achieve a satisfactory resolution.

In the first instance, please complete a Complaints Form and return it to the relevant Site. Or, if you prefer, please write, phone or ask to speak to the Site Manager directly.

If you do not wish to approach the individual Site Manager, please contact the General Manager at:

Probe (Hull) Limited
369-371 Marfleet Lane,

Tel: 01482 782400

All complaints are taken very seriously. A letter acknowledging your complaint will be sent within 5 working days of receipt, and you will be advised of any outcome following the investigation of your complaint within 15 working days.

Click here to download our Complaints form.