Our standards
Our Customer Care Standard sets out the level of service which you can expect from us.
Using our website you can expect an acknowledgement to be sent in 1 working day and a reply within 10 working days. If we can’t resolve your query within that time frame, we will advise on what action we will take next.
If you phone us we will answer the phone promptly, it may take us longer to answer in busy periods but where possible we will tell you the wait time.
When we receive a letter from you, we will reply with 10 working days. If we can’t resolve everything we will write to let you know we have received your letter and let you know what we will do next and when you can expect a full reply.