When you contact us
In writing
When you contact us by letter or fax we will reply within 10 working days of the date we hear from you.
If we cannot send you a full reply within 10 working days we will tell you why. We will also tell you if there is anything we need you to do and when you can expect a full reply.
We aim to reply fully to letters from Members of Parliament, Members of Scottish Parliament or Welsh Assembly Members, within 10 working days of receipt.
By phone
We are available to take phone calls for a minimum of 36 hours each week, normally between the hours of 8.30am and 4.30pm. Our phone number will be at the top of any letter we send you.
We aim to answer your call within 30 seconds. You may hear a recorded message before being put through to one of our advisors. At busy times, your call may be placed in a queuing system.
Our advisors will answer the phone in a polite and helpful manner and give you their name. They will give you accurate information and try to answer all your questions.
If you prefer, we can arrange for someone to call you back at an agreed time.
If you have a speech or hearing impairment you can use a textphone to contact us. The textphone number will be at the top of any letter we send you.
If you do not speak English or Welsh we can arrange for an interpreter to help you.
You will not be able to visit us
Our Contact Centres are not open to the public, so you will not be able to visit us. If you phone or write to the office you are dealing with, they will be able to help you with your enquiry.