Hanson Building Products Customer Service Charter

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We promise to deliver on your required date or 2 working days or within the time agreed at point of order subject to:

  • Product being a standard stocked product
  • Full loads (or customer paying for empty space)
  • Standard delivery vehicle for the product
  • UK mainland delivery
  • HBP accepting the order

In the rare event that circumstances prevent on-time delivery, we will notify you in advance. We will publish delivery success figures every quarter.

We promise to act in an ethical and sustainable manner in all business decisions

  • We will reduce environmental impacts and energy use in our manufacturing sites and products
  • We will provide sustainability information on all our products and manufacturing sites upon request
  • We will certify all manufacturing sites to ISO 14001
  • We will work with others in the Construction Industry to reduce the carbon footprint of the UK built environment
  • We will publish our sustainability credentials on our website
  • We will source our raw materials and products responsibly

We promise to supply consistently high quality products

  • All of our products shall meet or exceed the requirements of the British and European Standards
  • Where recognised standards do not exist, we shall apply our own exacting standards based upon the needs of our customers

We promise to act in a safe and responsible manner

  • We will ensure delivery vehicles are loaded and unloaded safely
  • You can expect courteous and respectful drivers
  • We will continue to improve our operational performance in health and safety
  • We will ensure compliance with our health and safety standards at all our sites
  • All Hanson delivery agents will carry and wear correct personal protective equipment (PPE)

We promise our staff will meet your business needs

  • We promise to train our customer contact personnel to have a comprehensive understanding of the product they represent, the market in which we operate and the service standards to which we are committed
  • A dedicated product services team will be available to assist with knowledgable product selection and usage advice

We promise access to comprehensive product information

  • Up to date website and downloadable PDFs for product information
  • Product range information is available in brochure format
  • We will continue to develop product training

We promise effective complaint resolution

  • Single point of contact to take ownership of the issue and resolution
  • Allissues logged andacknowledged within 48 hours
  • All issues are tracked with regular updates to resolution

We promise a single point of contact for each of our products

  • A single Hanson Building Products telephone number (08705 258258) is offered for all personnel
  • Direct order lines are maintained for each product area

We promise to quote an immediate price and provide flexible methods of order receipt

  • Our customer service team are empowered to quote you realistic delivered prices on demand for all standard stock items
  • We will continue to develop our electronic trading capability in partnership with customer requirements

We promise to issue clear invoices, financial documents and trading information

  • You can expect clear documents in a standard format
  • Where possible we promise to assit you in administering price amendments
  • We will provide standard monthly trading reports to all customers upon request
  • We will work with you to develop vendor managed inventory (VMI) if required