At present, all staff who can work from home are doing so, however, there are some roles that require staff to attend the office. The ongoing safety and wellbeing of our colleagues remains our priority during this time and we are wholly committed to providing a COVID-Secure workspace for colleagues working in our offices.
At the outset of the COVID-19 pandemic we mobilised our colleagues to work from home, ensuring that we were able to service our customers and progress your checks and/or claims. We are grateful to our colleagues for their hard work and dedication during this challenging time.
Whilst we took steps to ensure we could keep our customers’ checks and/or claims moving, some of the lenders we work with on your behalf temporarily suspended their PPI activities during this period.
As Government restrictions changed we started seeing increased activity from lenders, however, some lenders are still experiencing delays attributed to the pandemic. We will continue to work closely with lenders on this matter.
- Email: Email remains the best way to contact us during this period and we ask that our customers email any queries to: firstname.lastname@example.org
- Telephone: At present, our offices may not be open every day of the week and colleagues will only be attending part time to ensure that we can safely practice social distancing. As such, our telephone lines may at times be closed, however, you will receive telephone calls from our colleagues where we have an update to provide, or request to make.
- Post: Royal Mail continue to keep services running but we are still experiencing some disruption due to COVID-19, meaning some delays are expected. Our team are smaller than usual as we practice social distancing in our offices. We are also taking extra care with all the post we receive to keep our colleagues safe. Because of this, it might take us a little longer than usual to process post once we receive it, but we are working hard to keep any disruption to a minimum.
We will continue to monitor all relevant sources of information and guidance and will update our customers individually about their ongoing claims.
We thank you for your continued patience and understanding during these challenging times.