WhatsApp

Learn more about WhatsApp with our helpful FAQs

  • Answer:

    No, this is just for WhatsApp messaging. We have a dedicated Call Centre if you’d like to call us on 0345 606 6166 between Monday – Friday, 9am -6pm, excluding bank holidays.

  • Answer:

    Yes, between the hours of 9am - 4.20pm, Monday - Friday, excluding bank holidays, our agents will be on hand to support you. If you contact us at other times of the day our help bot will be on hand to support where possible.

  • Answer:

    No, WhatsApp messaging is free to use but requires WIFI or data from your phone.

  • Answer:

    We aim to respond within 48 hours, during the opening hours of 9am – 4.20pm, Monday – Friday, excluding bank holidays.

  • Answer:

    Yes, WhatsApp messaging is very secure as it’s encrypted end to end. We also require members to complete security checks prior to discussing individual account details. So, before you contact us, make sure you have the following information to hand:

    • Full name
    • Date of Birth
    • National Insurance number or Teachers’ Pensions Reference number.

    Unless you manually delete the WhatsApp conversation from your device the conversation and its contents will remain, so please ensure your device is protected by a suitable password and/or pin code.

  • Answer:

    If you don’t already have WhatsApp, you’ll need to install it via the App store on your device. After that it’s really simple to use, just follow the instructions.

  • Answer:

    Read our privacy policy for further information. WhatsApp and our third-party provider- LivePerson don’t access or store your personal details. Your messaging conversations will be added to your account history so when you contact us again our team can see previous enquires. We also require members to complete security checks prior to discussing individual account details. So, before you contact us, make sure you have the following information to hand:

    • Full name
    • Date of Birth
    • National Insurance number or Teachers’ Pensions Reference number.

  • Answer:

    WhatsApp will be available 24 hours a day, but responses will only be sent from our team between 9am – 4:20pm, Monday to Friday, excluding bank holidays and in order of receipt.

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