Feedbacks, escalations and complaints

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

Compliments

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
Incident priority P1 Response time 30 minutes Resolution time 4 hours
Incident priority P2 Response time 30 minutes Resolution time 8 hours
Incident priority P3 Response time 4 hours Resolution time 24 hours
Incident priority P4 Response time 4 hours Resolution time 5 days
Incident priority P5 Response time 8 hours Resolution time 20 days

Contact the National Service Desk (NSD)

Use the NSD self-service portal or phone 0818 300 300