When you e-mail, we will:

• Acknowledge any dissatisfaction with the service you have received within 24 hours of reporting it to us.


• Aim to provide a detailed response to simple matters within five working days where possible, including details of a contact person should you require further information.


• With more complicated matters, aim to provide an interim response informing you of what is happening within five working days and aim to provide a detailed response within 10 working days. Where a matter cannot be resolved within 10 working days we will keep you regularly informed thereafter.


• Where practicable, use another method of communication or use a translator to reply to you if you wish us to do so.