Telephony Service Improvements
We’re updating our telephone system to provide a more modern, efficient service for our customers.
As part of this change, calls will now be handled by our dedicated contact centre team rather than individual branches.
The changes will take effect from Monday 1 June 2026. There may be a short period of disruption as we transition.
We’re making these improvements to:
- Reduce waiting times and connect you more efficiently
- Ensure you can speak to a specialist first time, without being transferred between teams
- Provide a more consistent service, no matter which number you call
- Allow our branch colleagues to focus on supporting customers in person.
There may be brief interruptions or longer waiting times during the transition period, but we are working to keep this to a minimum.
You can continue to contact us by phone as usual. Our customer service number is 01633 844 340
When you call:
- You may be directed to our contact centre team instead of a specific branch
- Our team will be able to help with a wide range of queries straight away
- If needed, they will arrange follow-up support with the appropriate team or branch
Yes. Our branches remain an important part of our service, and you can still visit them for in-person support.
This change simply ensures that when you call us, we can help you more quickly and efficiently.
In most cases, your call will be answered by our contact centre team, who are fully trained to support you.
If it’s necessary for a branch colleague to be involved, the team will arrange this for you.
Our aim is to improve your experience. You should benefit from:
- Faster response times
- Fewer call transfers
- Access to colleagues with the right expertise first time
Our branch and Contact Centre opening times remain unchanged. The Contact Centre is open:
Monday, Tuesday, Thursday and Friday: 9am – 5pm
Wednesday: 10am – 5pm
Our customer service number is 01633 844 340
You can still visit any of our branches for in-person help.
Our colleagues will continue to be on hand to support you with your individual needs.
No, you can continue to use the same contact numbers unless we have specifically advised otherwise, as calls will be re-routed to our Contact Centre.
This change is designed to make it easier for you to get help quickly and efficiently. In summary:
- Quicker access to support
- Less time on hold or being transferred
- More consistent service, every time you contact us.
- Continued access to branch support when you need it.
Yes, we remain committed to supporting all customers. If you have specific needs, please let us know and we will assist you.
No, your data will continue to be handled securely in line with our existing privacy and data protection standards.
If you have any questions, please contact us using our usual phone number or speak to a member of staff in branch, we’ll be happy to help.
We’re committed to continually improving how we serve our customers, and this change is an important step in delivering a more modern, responsive service.