Our Customer Response Targets

• answer telephone calls within 5 rings during office hours. At peak busy periods and when staff are unavailable, we may ask you to leave a message and we will return your call within one working day.
• acknowledge all e-mails requiring a reply within 1 working day of receipt by the staff to whom they are addressed.
• acknowledge letters of complaint within five working days of receipt, to confirm how the complaint is being handled and when you can expect a full reply.
• send a full response to all letters and e-mails, which require a reply within 10 working days of receipt.