Response times
Telephone calls
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.
Applications for copy certificates
The following standards apply:
Standard service
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Postal and online applications - we aim to to process your application within 15 working days.
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Certificates will be posted out second class.
Priority service (additional charges apply for this service)
- Postal and online applications - certificates will be posted first class. For an additional fee, customers can request Royal Mail Special Delivery (guaranteed next working day delivery to the UK mainland). Overseas applicants will have their certificates sent by Airmail. Post and online applications must be received by 12 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:
- If the customer arrives on time they will be seen within 10 minutes of their appointment time.
- If the customer arrives early they will be seen as soon as possible.
- If the customer arrives late but it may be possible to see them later in the day, and the customer is happy to wait, we will endeavour to do so. If we cannot see the customer later in the day, or if the customer cannot wait, we will book the customer an appointment at a convenient time on another day.
- If the customer arrives without an appointment we will book the customer an appointment for a convenient time.
Appointments for citizenship ceremonies
We aim to allocate citizenship ceremony dates as soon as possible.
Complaints
We aim to respond to:
- verbal complaints same day
- written complaints within 10 working days
Find out more about the Council's complaints process