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Have you clicked on one of our Email Links and not had a reply. (There could be a problem with your Outlook/Email and we can’t reply to your email).

If you haven’t got a reply, to your email, from us within a couple of days. There could be a problem with your email address if you use Microsoft Outlook and our reply has bounced back.

When you click on one of our email links, check it opens in your normal email programme. And your ‘From’ email address in your normal email address. If it isn’t phone us or open a new email and type our email address in the ‘To’ line.

This week we have received a couple emails for people where their return email address is outlook_[long series of letters and numbers] e.g. ‘‘ in our ‘InBox’ and the ‘To Line’ when we reply to the email.

If you haven’t heard from us after a couple of days, give us a call.

Also check the following – Does the ‘From’ email address in your email message show your correct email address or is it a whole lot of letters and numbers instead of your personal email address? Emails we reply to that start with ‘outlook_ (and a whole lot letters and numbers)’ bounce back and won’t get to you. We have no way of contacting you unless you are already in our database, or you have included your phone number.

If you have sent us an email and don’t hear back from us within a couple of days, do one of the following:

  • Give us a call on 0800 354 948.
  • Check your email address that you sent the email for is your correct email address and not a [long series of letters and numbers]
  • Resend us an email via typing in our email address as opposed to clicking on the link on the website.

Sorry for any inconvenience this may cause you. We have spoken to our IT support, and they say there is nothing we can do, it is a problem with your email/recent Microsoft or your Computer updates and is outside of our control.

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