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Service level standards


The Finance and Planning Directorate is part of Professional Services and provides support and advice to the College on all financial matters as set out in the department's Mission Statement as follows:

Mission Statement

The Finance and Planning Directorate of King’s College London is dedicated to the provision of quality professional financial support and advice in pursuit of the College’s stated academic objectives. The Mission Statement incorporates the following principles:


The provision of strong financial leadership in all areas of activity undertaken by the College.


The provision of sound professional advice on all aspects of financial management.


The achievement and maintenance of a high quality service.


Staff within the Finance and Planning Directorate are trained to be:

  • professional in their delivery of a high quality service
  • respectful of the confidentiality of client, customer and employee
  • accurate in the processing of transactions
  • prompt in all their dealings
  • responsive and helpful to enquirers
  • courteous and approachable in assisting with problems


Target standards applicable throughout the Directorate are as follows:

  • Return all telephone messages by the end of the following day
  • Return all e-mail messages within 2 clear working days following receipt and within 5 working days after return from leave or absence
  • Answer all correspondence within 5 working days of receipt
  • Process all transactions within the timescales set out in our standards document referenced below

Please note that whilst the department will strive to achieve these standards allowance must be made during peak periods such as financial year end and start of term when delays to non-urgent work may arise.



It is expected that service standards will be generally achieved and therefore monitoring will be by exception only with section supervisors and managers advising the Director of Finance where it is apparent standards are not being

adhered to. In addition all processing functions are subject to regular Internal Audit and future internal audit reports will report performance against service standards.


For a more detailed view of our standards please view or download:

Service Level Standards (pdf, 70KB)

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