We understand that waiting for responses about your case can be stressful. This guide explains our response commitments so you know exactly what to expect.
Update requests
We aim to respond to all update requests within 48 hours, excluding UK non-working days such as weekends and public holidays. Under our Terms and Conditions, the 48 hours are counted from the working day after you submit your request.
Our reply appears in your portal on the Case Updates page, under your request, in the 'Our response' section. Until we've replied, it shows 'We're working on responding to your request.' We'll also send you a notification and an email when we've responded.
Messages to our team
For anything else, use the Contact Us page or email [email protected]. We aim to respond within 1 business day.
On mobile and tablets: Tap the menu icon in the top left, select 'Help & Support', then 'Contact Us'.
On desktop: Select 'Contact Us' in the menu on the left of the screen.
Pressing 'Send Message' on the Contact Us form opens your email app with your message ready to send to us. Your message only reaches us once you've sent that email.
Office hours
Our office hours are Tuesday to Thursday, 2:00 PM to 8:00 PM.
Requests submitted outside of office hours or over the weekend are acknowledged on the next business day, then processed according to the standard timeline.
How we respond
Responses to update requests are posted in your portal, and we email you when one is ready. Other messages are answered by email. Each response is personalised to your case and circumstances.
In some situations, such as when there's no new information to share or your service has been suspended, we may use a standard template response rather than a personalised update.
Urgent requests
If you have a genuinely urgent matter, let us know when submitting your request. Our office hours are Tuesday to Thursday, and urgent matters received outside those days are prioritised at the start of the next office day.
We verify all urgency claims. If a prioritisation request is found to be unwarranted, our Risk Management Terms and Conditions may apply.
Confirmation and delays
You'll receive a confirmation email when you submit an update request, and so will any joint users on your account. If unforeseen circumstances cause a delay beyond 48 hours, we'll notify you as soon as possible.
If you don't receive a response, you can contact your specialist directly or email [email protected].
Update frequency
You can request one update per week. Go to 'Case', then 'Updates', and press 'Request an Update'. If you've already requested one this week, the portal tells you when you can request the next one. See Updates and notifications for full details.
