Hold your horses

We know you’d like your issues resolved as soon as possible – so would everyone! Some emergency issues need to be dealt with instantly, and some routine enquiries are not time-critical.

We prioritise all the enquiries we receive so that we can respond to the most urgent first. When you contact us, either by phone or online, we will make sure we respond within the timeframes set out in our service standards:

———————————–

Urgent calls: within 1 working day

Non-urgent calls: within 3 working days

Urgent emails, texts or online forms: within 1 working day

Non-urgent emails, texts or online forms: within 5 working days

———————————–

If you have not heard from us, please do not follow up unless we have exceeded the above timescales. We appreciate your patience.