We aim to respond to all emails received by us within one working day and to fully answer your question or solve your problem within 1-2 working days.
These service standards are monitored across the organization, and if things are busy and we end up going over them, we will aim to let you know via our Service Status page, and, if possible, bring in additional staff.
However, we would ask you to bear with us, and to bear in mind that we're a community-based organization that has limited resources. We will always try our best, but there will be occasions where things are busier than planned, or where staff is stretched.
Get a Response Faster
There are some small things you can do to help us help you faster, and which will benefit all our members:
- Provide as many details as possible in your initial email. Giving us all the information we need will mean we don't need to go back and forth with you and means we can solve your issue faster. Please don't send confidential information such as bank details, PINs, card numbers, though. If we ask for any memorable passcodes, via the email or the phone, we will only ever request two/or three characters.
- Please don't send the same email to multiple addresses. This increases the chance of confusion and creates problems that will take more time to fix. It also duplicates work.
- Use our contact form rather than sending an email. This will allow us to collect all the information we are likely to need from you in one go. It goes straight into our system, allowing us to quickly identify you and direct your message to the right department.