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How long should I wait for a reply to a query?

In most instances, we aim to deal with your request within 72 hours. In certain circumstances, we will need to respond by post, please allow additional time in these cases. Due to the coronavirus, we have received a very high volume of requests and, like most organisations, we are working from home and have fewer colleagues available to process these requests. Therefore things are taking a little longer than normal.

If you have sent us a Financial Difficulty form and we are awaiting a response, please do not chase us as this will cause further delays. We are prioritising customers with payments due soon.