We understand how frustrating it can be when it feels like you haven’t received a response from us. We want to reassure you that we do respond to every enquiry we receive, usually within five working days. However, there are a few common issues that can sometimes prevent our messages from reaching you.
Emails Going to Spam or Junk Folders
Occasionally, our emails may be directed to your spam or junk folder, even when the email address is correct. If you’re expecting a reply from us, please check these folders regularly. Adding our email address – help@sendiass4bcp.org – to your contacts or safe senders list can help prevent this.
Phone Calls from Withheld Numbers
Our team often calls from withheld or private numbers. Some mobile phones and landlines automatically block or filter these calls. If we’re unable to leave a voicemail, you may not know we’ve tried to contact you.
What You Can Do
- If you’re waiting to hear from us, please allow up to five working days for a response.
- If it’s been longer than that, we encourage you to get back in touch.
- You can contact us in the following ways:
- Online contact form (available on our website)
- Email: help@sendiass4bcp.org
- Phone: 01202 128181 (please leave a voicemail – we listen to every message and will respond)
How We Handle Your Enquiry
When you contact us, your message is read or listened to on the day it arrives. We triage all enquiries to ensure that those which are most time-sensitive receive an initial response as soon as possible. While many queries are urgent, we do our best to prioritise fairly.
You’ll usually hear first from Tracy, Beth, or Jonathan, who manage our incoming enquiries. They will aim to answer your questions or direct you to the right support. If you haven’t heard from us within five working days, please don’t hesitate to follow up.
