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What should I do if I do not receive my Welcome letter?

If your postal address is in the UK, you should receive your Welcome letter within seven days of sending your application to us. If your postal address is outside the UK, you should receive your Welcome letter within 14 days of sending your application to us.

In the event that you do not receive your Welcome letter within the appropriate time period, please call our Customer Service Unit on 0871 468 0 469 (or 0044 871 468 0 469 from outside the UK) open Monday to Friday 8:30 to 18:00 (UK time). UK BT landline calls will cost no more than nine pence per minute. The cost of calls from mobiles and other networks may vary.

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