Customer Charter       

At Bluefin, we want to provide all of our customers with excellent service, and for each engagement to be a positive experience. Right from your initial discussions with Bluefin, through to project delivery, ongoing support and administrative functions such as billing.

To help us meet our own high standards, we aim to adhere to a series of principles that we've come to refer to as our Customer Charter. These are in line with our core values of teamwork, well-being, integrity, customer focus and excellence.

The benefits are clear to us and to our customers. Fewer surprises, a better understanding of how the relationship will work leading to a long term, stable relationship.

Relationship

You will have a dedicated Bluefin Client Partner, who is responsible for all aspects of the relationship between you and Bluefin. This includes commercial aspects, resourcing and delivery. This means a single point of accountability. We want you to talk to your Client Partner promptly if there are any issues which are concerning you.

You will also agree an escalation route with your Client Partner, and we'd ask you to use this if you feel there are any relationship issues which are not being resolved.

The top of the escalation route is always Bluefin's Chief Executive, James Appleby.

Commercials

On the commercial front, we will always provide you with a clearly written proposal for all pieces of work. In exchange, we ask customers to raise purchase orders prior to the start of any Bluefin involvement.

Once you accept our proposal in writing, we will confirm resources and a mutually agreed start date

We will provide you with electronic copies of invoices to enable you to spot any issues quickly, and then pay us promptly.

We are very fair on expenses, and we ask that you respect this. Our approach is to pass on reasonable costs and not to generate margin on them as many consultancies do.