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Customer service standards

The registration service has the following customer service standards:

  • If you visit our office with an appointment, you will be seen within ten minutes of your appointment time or arrival time, if later
  • If you visit our office without an appointment, you will be seen within one hour of your arrival, or at a later time, which is mutually convenient
  • 95% of telephone calls will be answered within five rings
  • All letters and office e-mails not requesting copy certificates will be acknowledged within one working day of receipt
  • Copy certificates will be issued within 7 working days from the day of receipt.
  • We will arrive at the venue for your civil ceremony at least thirty minutes before the start time

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