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The IPO鈥檚 mission is to help people grow the UK economy by providing an IP system that encourages investment in creativity and innovation. One way we do this is by providing high quality, timely and cost-effective IP services for our customers.

Our customers are those who interact with us and the IP services we provide.

We will always follow these principles:

• think customer first we will put customers at the heart of everything we do. We will prioritise the needs of customers and ensure that every interaction with us is the best it can be (even if the outcome is not what was hoped for)
• provide fair treatment we will be helpful, respectful and reasonable in all interactions with customers. We will be clear about our role and treat our customers impartially, honestly and fairly
• seek and respond to feedback we will use customer feedback, insight and data to drive continuous improvement and service development. We will be accountable when things go wrong, apologise and take steps to put things right
• simple and accessible our services, communications and guidance will be easy to understand and appropriate for a range of audiences. We will be inclusive in designing our services so that they are simpler, clearer and quicker to access and use
• high quality and efficient we want our customers to be confident in our decisions and the information we offer, which we will always strive to provide in an appropriate timeframe. Data we make available will be up to date and accurate

Our priorities:

1. Support our customer-through continuing change

We will ensure our customer engagement is coordinated, encourage feedback to shape changes, and keep customers informed on how their feedback is used to improve services.

2. Improve our understanding of current and future customers and use this to develop our services

We gather and analyse data to understand our diverse customer groups and their needs, improve our services, and ensure no group is disadvantaged. We communicate improvements, seek feedback, and make decisions to support innovation and creativity.

3. Build on our customer-centric mindset

The customer is at the heart of everything we do. We strive to provide high quality customer service, listening and responding to needs, wherever possible. We promote customer-centric skills and behaviours. We aim to communicate clearly and informatively, using accessible language and formats.

IPO customer service standards:

IPO customer service standards聽let you know the levels of service you can expect.

How you can help us

We ask that you:

• read and follow the guidance on our website
• use our online services or communicate with us electronically whenever possible
• provide accurate information, taking care to avoid mistakes if you can
• treat our staff with respect - we will not tolerate abusive or aggressive behaviour
• keep track of deadlines and respond promptly whenever possible
• help us keep official registers up to date by informing us of any changes
• understand that you may not always get the outcome you want

Tell us how we are doing

Your feedback is important to us. It helps us know if we are meeting our customer service standards. We value your views.

• recognise our efforts: Sharing your positive experiences helps us recognise our team鈥檚 efforts and spread good ideas throughout the organisation

• help us improve: If the service you received did not meet your expectations, please let us know. Your feedback will help us learn and enhance our services

Get in touch using our or by phone on 0300 300 2000.

You can also help us develop and improve our services by joining our .

Personal Information Charter

For information about the personal data that we collect from our customers, please view the Personal information charter.