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Our service standards

We will...

  • answer your call within 30 seconds

  • acknowledge your email and online forms within 24 hours

  • acknowledge your complaint in writing within 2 days

  • respond in writing to Stage 1 complaints within 10 working days -
    if this is not possible due to the complexity of the complaint we will keep you informed of the progress

  • respond in writing to Stage 2 complaints within 15 working days -
    if this is not possible due to the complexity of the complaint we will keep you informed of the progress.‚Äč