We aim to deliver a high quality decision at the earliest
opportunity. Our staff will deliver the following customer service
- Where an application
is made for an urgent need such as food or fuel, in 95% of cases, we aim to
issue a decision within 24 hours of the case being received in this office.
- In 95% of cases for
other needs we aim to issue a decision within 12 days of the application being
received in this office.
Telephone cover is
provided during IRS opening hours of 9 am to 4 30 pm. Outside these hours we
operate an answer phone system. Click here to be taken to the Contact Us section
of the website for details of our freephone numbers.
- Where we need to
make further enquires we aim to issue a decision, in 90% of cases, within 23
days of the application being received in this office.
Where a customer makes a complaint, the Customer
Service Team aim to deal with it as quickly as possible, balanced with the need
to investigate the complaint thoroughly.
- For urgent cases
this is usually within 24hours.
- For straight forward
complaints you should expect a reply within eight days.
If this is the case
the Customer Service Team will let you know.
- However, where
further investigations are needed or your enquiry is complex, a reply can take
up to 30 days.
If you are unhappy with your decision or the level of service we have
provided you can contact our customer service team.
To see how we are performing against these targets