Our staff are both professional and efficient in their manner. We have clear guidelines for dealing with our customers and are proud of what we achieve.
We will answer all calls as quickly as possible. As we receive very large numbers of calls, and our staff also have to respond to counter queries, it may not always be possible to answer the phone immediately. When we answer the phone we will tell you our name and section.
Applications for Copy Certificates
- the following standards apply:
Certificates requested over the counter will usually be available for collection, or posted out, within 5 working days.
If applying by post / online we aim to to process your application within 5 working days.
Premium Service (additional charges apply for this service)
Certificates will usually be available within 1 hour. (if ordered before 3.30 pm)
Post / online applications
The certificates will be posted Royal Mail, guaranteed next day delivery, to the UK mainland and for overseas applicants will be sent by international signed for delivery. Telephone and online applications must be received by 12.00 noon in order to be processed the same day.
We provide advice and guidance where records are not held at our offices.
Appointments for Marriage Notices and Civil Partnership Notices, Birth and Death Registrations
- we aim to see customers
- Within 10 minutes of appointment time (if the customer arrives on time)
- If the customer arrives early - as soon as possible
- If the customer arrives late or without an appointment - within an hour of arrival, but you may have to wait longer if we are fully booked.
Appointments for Citizenship Ceremonies
We aim to allocate ceremony dates within 14 days of notification
- we aim to respond
- To verbal complaints same day
- To written complaints within 10 working days
Details of our complaints procedure can be found on our notice boards and on this web site.