When you write to us or e-mail us, we will:
- reply to you within five working days (if we cannot answer your enquiry fully, we will acknowledge your correspondence within five working days);
- aim to deal with your enquiry within 28 days, if we have not been able to do so within the first five days (if we are not able to do this, we will always tell you why); and
- reply to you using plain language. All correspondence will have a return address, contact name, phone number and e-mail address.