Support and service
For intermediaries and employers only
In response to the Coronavirus pandemic we’ve made a number of changes to make it easier to do business with us online. All our colleagues are now providing support from home and are carrying out requests from you and your clients. While phone lines remain open, we're operating reduced hours. We're anticipating a high call volume in light of the current situation, but we'll do all we can to answer your query as quickly and efficiently as possible.
You can find our service performance shown using a RAG status from 70% (red) through to 100% (green) for key processes. These include online performance, money in and out and emails. We've also included an update on our call performance. We'll update our performance monthly.
*All data as at 2 November 2020. Our service dials provide an overall view of service levels but not every type of transaction is included.
- If you're using the postal service, there may be some delays. Please check the Royal Mail website for the latest information.
- Any service outage impacting the platforms will be displayed on the home page as usual.