Please note that we have made the following changes to our out of hours escalation process.
Escalation to the NLA outside business hours (Mon-Fri 5:30PM – 9AM, Sat & Sun, UK public bank holidays)
If an issue occurs that requires escalation to the NLA outside UK business hours then the PCA should contact the NLA Service Operations support team.
Details for escalation outside business hours are as follows:
- Ring the NLA Service Operations support number: +44 (0)8444 822 175
- If the call does not connect for whatever reason, please try the alternate number: +44 (0)20 3393 0665
- If the phone is not answered immediately, please leave a message providing contact details and a description of the issue.
- After leaving a message, please send an email to firstname.lastname@example.org confirming an escalation has been made with contact details & a description of the issue.
- If the escalation is not confirmed by the NLA Service Operations support team within 5 minutes, please call the support number again.
- If the escalation is still not confirmed within another 5 minutes, please escalate the issue to the NLA Service Operations Incident Manager: +44 (0)20 7332 9379
A copy of our client escalation process can be found here