We want to make sure every interaction you have with us is a positive one. We also want to respond to your requests efficiently and get things right first time.  

We know we won’t always get it right, which is why we listen and use your feedback to look for ways to improve.

You can understand more about our customer offer by downloading and reading our customer offer service standard.

Contacting us

There are lots of ways you can contact us, please go to our contact us page for more information on the standard of service you can expect.

No matter how you contact us, we will be polite and professional, and:

• Tell you who we are and the name of the person and/or team who will be responding to your enquiry.
• If you can’t get through by telephone first time, we’ll give you the option for a call back.
• Log your enquiry on our systems and provide you with a reference number (on request).
• Give you up-to-date availability of our colleagues so you know when they’ll be able to respond.
• Aim to provide a full response when you first contact us. When we can’t, we’ll make sure it’s given to the team who can respond and explain what they will do next and by when.
• Aim to respond to all enquiries within five working days and tell you if we can’t do this.

To understand more about the standard of service you can expect from us in relation to your data, please download and read our customer data service standard below.

Accessing our services

We understand you may have different needs and preferences when it comes to receiving services and information. We also recognise that sometimes these can present barriers and make it harder to get information or assistance.

When you contact us, we’ll check if you have any additional communication needs or preferences we should be aware of.

To understand more about the standard of service you can expect from us, please download and read our additional needs and our communication needs and preferences service standards below.