If you are struggling to find information or need help with an online service, you may be able to speak with our customer service team with webchat.
This page explains how to access webchat, when it's available and when it might be switched off.
How to access webchat
Our webchat needs to set cookies on your device to work. By law, we cannot set these cookies without your permmission. If you don't wish to accept these cookies you can't use webchat.
To accept cookies:
- select the 'set my cookie preferences' button
- select 'Web chat'
- change the 'inactive' bar to 'active
- select 'Save settings'.
When you have accepted cookies, a 'chat with us' tab should appear at the bottom of your screen. Select this and follow further instructions.
Read about why we need your permission to set cookies and similar technologies at the Information Commissioner's Office website
When is webchat available
We try to keep webchat available on week days from 8am to 5pm.
Webchat is switched off:
- if the phones are very busy (usually Mondays) - see Average call volumes
- on weekday evenings - between the hours of 5pm and 8am
- on weekends and bank holidays
