Response Times
Learn more about the times we can take to respond to requests.
How quickly will I receive a response to my request?
We aim to respond to all client requests within 48 hours, excluding weekends. For example, if you submit a request on Friday, you can expect a response by the following Tuesday.
Important Notice
Please note that where behaviours are pursued with the intent of maliciously gaining more client care than other clients, we will act in accordance with our Risk Management Terms & Conditions.
Are responses personalised to my case?
Yes, every response is carefully tailored to address your specific needs and concerns. We ensure that all communications are clear, comprehensive, and directly relevant to your case.
Where we may use template responses:
We may use template responses (responses that are generic and aren’t personalised) if:
- There’s no new information to share; or
- Your service has been suspended.
What if my query is urgent?
Our office hours are Monday to Friday, so requests submitted over the weekend will be acknowledged on the next working day and then handled in accordance with our allowed timescales.
Important Notice
Please note that we may check the urgency behind the request for a prioritised response and if we deem it that you have requested prioritisation on an unwarranted basis, we may act in accordance with the Risk Management Terms & Conditions.
Do you respond to queries over the weekend?
Our office hours are Monday to Friday, so requests submitted over the weekend will be acknowledged on the next working day and then handled in accordance with our allowed timescales.
How can I ensure my request is received?
When you submit a request, you will receive an automated confirmation email. If you do not receive this confirmation, please check your spam folder or contact us directly.
If you haven't received the confirmation
Please email us at [email protected] to check that we’ve definitely received your request.
What methods of communication are available for client care?
All communication is handled via email to ensure clarity and consistency. This allows us to keep a clear record of all correspondence related to your case.
Will I be informed if there are delays in responding?
While we strive to meet our 48-hour response time, unforeseen circumstances may occasionally cause delays. If this happens, we will notify you promptly and keep you updated on the status of your request.
How do you ensure fairness in client care?
We follow a structured and transparent process to ensure all clients receive equal attention and timely updates. Every request is handled with care and professionalism, regardless of case complexity.
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