Deadlines for replying

Yellow note reminders on the wall

We have fixed deadlines for dealing with written applications. You have a right to receive a reply to your written enquiries within the following deadlines:

  • cases that concern payment agreements (payment by instalments or postponing a due date) – four weeks
  • cases that concern deductions from pay or National Insurance benefits – three weeks
  • cases that concern claims sent for legal enforcement – three weeks

If we have to spend more time than this on your enquiry, you will be informed about this in a separate letter.

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