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If you contact us by phone, textphone, letter or email, we will:

Answer the phone within 5 rings, giving our name and section.
Answer your letters and emails within 10 working days. If this isn’t possible, we will tell you why.
Only transfer the call if we are sure who to transfer the call to, otherwise we will arrange to call you back.
Phone you back within 1 working day - or as soon as possible if the call is urgent and the person you want is unavailable.