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What to expect in response to your enquiries?

Any telephone calls should be answered politely and dealt with as efficiently as possible there and then.

However, it may not always be possible for your contact officer to provide answers to all of your enquiries immediately, and so you may be asked to provide a contact telephone number for a return call from an appropriate officer.

Your letters or e-mails should be replied to within two weeks of receipt, though it may not always be possible to provide answers to every question you have within that time frame.

In such circumstances, you should receive an acknowledgement letter (or e-mail) providing what answers are available, and confirming that others will be dealt with and replied to as soon as possible. Wherever possible, your contact officer will provide you with an estimated response time.

If you have any further enquiries to make whilst waiting for a response, these should be made to your TMO/EMB Officer, but it should be realized that they may take longer to answer than the initial enquiry you made.

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