Our targets for providing customer service and how we are currently performing.
Latest overall performance
You can call Customer Services from 8am to 5pm, Monday to Friday and we will answer the majority of calls within 40 seconds.
November 2019: 95.53% (Target: 80%)
We will acknowledge emails to Customer Services and webform queries on the day of receipt, and reply to the majority within two working days. Where we are unable to resolve your query within two working days, we will reply to provide an update from the person owning your query.
November 2019: 94.62% (Target: 90%)
We will acknowledge complaints on the day of receipt and reply to the majority of complaints within 10 working days.
November 2019: 89.64% (Target: 80%)