A centralised database with comprehensive details of all products and services is available to all staff on a look-up basis, to assist with customer service.

• Each department has electronic files available to staff within the department. These files include form letters and step-by-step procedures for carrying out a wide range of duties within that department. The files are updated regularly so that all staff have access to the latest information

• All staff keep individual electronic records of outgoing correspondence. Staff are to use their own discretion when sharing electronic records with other staff members. (See special note under Human Resources.)

• A current electronic internal telephone directory is available to all staff

• Each staff member has an electronic personal diary and is encouraged to record all appointments and meetings. The on-screen reminder system can be utilised in order to be prepared for meetings and to arrive on time

• Back-up copies of all electronic records are made at 4 pm each Friday.The copies are collected by courier on Friday evening and stored securely at another location

• Paper records are kept in chronological order within a variety of filing systems - see individual departments for details

• As records become inactive, they are removed from the current filing system and either destroyed, placed in inactive files for a period of time then destroyed, or archived indefinitely - according to Fountain Art policy or standard legal requirements

• Records are destroyed only after strict observance of the retention period and must be destroyed by shredding then recycling