We are committed to providing excellent customer service to all of our customers, all of the time. However, we appreciate that sometimes we can get things wrong and we acknowledge that for a few of our 170,000 customers, recent service has sometimes fallen below the high level we strive for. As part of our drive to resolve this, we have dedicated this section of our website to providing you with information that we trust you will find helpful.

Did you know?

• We received 40,951 calls into our Customer Service team last month
• Average Speed of Answer (ASA) last month was 4.6 seconds, with a longest wait time of five minutes and 34 seconds
• Each month, we fund Vouchers used by 110,000 working parents, pay 45,000 carers and serve 14,000 employers
• We helped parents to save more than £84 million on registered childcare costs last year through tax and NI savings
• Our customer service team is available 8am-8pm, Monday to Friday