If our telephone lines are busy and with more than four calls already in the queue, callers will be offered a call-back option. Callers can either wait in the queue or press 1 to retain their position in the queue and will receive a call-back when at the front of the queue. Callers should have their phone to hand to receive the call-back. The call-back system will try twice. If for any reason callers do not answer either call-back and called using a mobile phone, the system will send a TEXT message advising they need to dial in again.

If the caller misses both call-backs but is able to call again the same day from the same phone number, their call will be routed to the front of the queue.

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