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How long does it take to get a response to a secure message?

Secure messages are reviewed as quickly as possible and are often faster than email.

Secure messages are reviewed and actioned as quickly as possible by our team.

Response times can vary depending on how many requests we’ve received and the type of query being raised, similar to email. However, secure messages are often handled more quickly.

This is because secure messages:

  • Allow us to safely access and review your account

  • Can often be completed without needing further questions or confirmation

  • Reduce the need to move your query between different communication channels

If your secure message requires additional review or follow-up, a member of the team will contact you through the secure messaging system.

If you’ve sent a secure message and haven’t yet received a response, please be assured that it is in the queue and will be dealt with as soon as possible.