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Feedback, escalation and complaints

Your experience matters and all feedback is used as part of continuous service improvements.


You can provide your feedback using NSD Self Service

The NSD values our relationship with you and is committed to providing excellent service and support.

Escalations or complaints

If you need a ticket resolved more quickly (an escalation) you must have your ticket reference number.

Phone the NSD on 0818 300 300 and have your ticket reference number.

You will be asked to provide the reason for the escalation. NSD will check the original call and follow a process.

The support analyst may record your call as a complaint. This is not to be viewed as a negative action. Genuine complaints help us improve our support service.

Timelines for calls to the service desk

Incident priority

Response time

Resolution time


30 mins

4 hours


30 mins

8 hours


4 hours

24 hours


4 hours

5 days


8 hours

20 days

Contact the National Service Desk (NSD)

Phone the NSD on 0818 300 300 or use NSD self-service

Page last reviewed: 20/11/2020
Next review due: 20/11/2023