Providing a great service

Staff at Portsmouth Visitor Information Service pride themselves on providing you with the best possible service to help you make the most of your time here. They are proud holders of the Charter Mark,  the government standard for customer service excellence.

Customer Pledges

* Ensure up to date information is available on accommodation, attractions, events, travel and other amenities to help you make the most of your time here.

 * Provide an excellent customer service, answering your query promptly, efficiently and politely

 * Provide information and services by a range of methods i.e. in person, by mail, email, online and by telephone - including recorded information out of hours

 * Work with partners to provide a mutually beneficial, co-ordinated service

 * Answer email enquiries within 24 hours maximum, within 3 hours when possible

 * Despatch information requested by post within 3 days of your initial query

 * Provide a comprehensive accommodation booking service and other value added sales such as event, travel and attraction tickets.

 * Keep you informed of what the Visitor Information Service is doing, including new services and improvements. 

We like to keep you informed of how we are performing. Click on the links to access our Annual Report , Annual Survey results and recent Improvements to Our Service

We welcome your feedback, please let us know if you think we could be doing something better, have ideas for new services or any other comments. If you are not entirely satisfied with the service you've received contact us and the Manager will get back to you within 7 working days. For full details of our Complaints Policy please see below.  

Are We Getting it Right?

The Portsmouth Visitor Information Service (VIS) is committed to getting it right; providing you with the best possible service at all times. If you think we could improve our service to you, we always welcome your comments and suggestions.

How we will deal with your complaint
If you wish to make a complaint about any aspect of our service we aim to:

· Listen and take it seriously
· Investigate fully and respond within 7 days
· Keep you informed should your complaint take longer than 7 days to resolve
· Resolve the matter to your complete satisfaction