Skip to the content

Corporate Charter

Our Promise to You

At Chess we follow the values in our blueprint to help maintain a friendly, positive and safe place to work.

Read Our Blueprint
We want to make sure that Chess is truly ‘a great place to be a customer’, and that’s why
we’re passionate about our promise to you.


Dedicated service account manager

Calls answered within 30 seconds

 8 hour email and SLA response time 

Escalation Process

Should you feel that you need to escalate any issues please see below.


4 Hours

 Team Leaders
Louise Howe
0330 159 8036

8 Hours

Head of Department

Michael Leighton
0330 159 8035

24 Hours

Customer Services Director

Emma Stott
 0330 159 8034

48 Hours

Chief Operating Officer

Stephen Dracup