Contact us

In light of the Covid-19 (coronavirus) pandemic we are having to work differently. 

• Our phone lines are busier than usual. You can call us between 8am and 5pm, Monday to Friday but it’s likely that you will need to wait to speak to someone. Where possible, please email us or make a complaint online. Our colleagues are currently working from home, so we hope you’ll be understanding if during your call you hear some background noise from family or pets.

• We have limited access to our office and are unable to process post in the usual way. Please only send us post if you’re unable to email or make a complaint online. It may take us longer than usual to respond to enquiries received by post.

• It’s taking longer than we’d like to allocate cases to our case handlers for investigation. We’re working to improve waiting times and will contact you when once a case handler has been assigned to your case. We’d be grateful if you could avoid contacting us for an update, unless your circumstances have changed. You can read more about timescales once you’ve sent us a complaint on our page how long it takes.

• If your complaint has been allocated and you have the contact details of the case handler, you can still contact them directly.

There was already a high demand for our service. Inevitably, Covid-19 will have an impact on the time we take to do things. But we’re working hard to continue to provide a high level of service, and we’re continuing to resolve complaints.

You can find up-to-date information about our general timescales on our “how long it takes” page.

The current situation means that responding to complaints and enquiries might take longer. In particular, it may be several weeks before we’re able to acknowledge post, emails or forms submitted to us online.