Our Customer Relations team is open from 10am to 5pm Monday to Friday. During that time, we will provide an immediate resolution to your enquiry or we will give you a Service Request ID and seek a resolution, normally within five working days. We will respond to emails, letters and faxes within three working days of receipt and acknowledge complaints within two working days. Mercurius Politicus will also resolve your complaints, or you will receive an action plan informing you of progress, within 8 working days, and we will ask you for feedback on our customer service.