I want to be contacted in writing only

What's happening

Some people find phone calls stressful, hard to follow, or simply inconvenient. Asking to be contacted in writing only — by letter or email — gives you time to read, think and respond at your own pace, and leaves a clear record of everything that is said. This is a perfectly reasonable preference.

This is general information, not legal advice. If you need advice, the free services linked below can help.

Your options

When you ask for writing-only contact, you can usually choose:

Letter, to a postal address you give us
Email, to an address you confirm
A mix, if that suits you better

You can also combine this with other preferences, such as not being contacted at work. See more in our Help Centre.

Step by step

Decide whether you prefer letter, email, or both.
Contact us, quote your reference number, and ask for contact in writing only.
Confirm the address or email you want us to use.
Put the request in writing and keep a dated copy.
If you still receive calls after a reasonable time, follow up in writing.

You can make this request through our contact page.

Your rights

You are entitled to state a reasonable preference for how you are contacted, and asking for writing only is common. Writing-only contact also benefits you by creating a clear record. A fair response is to respect your choice, and if it is not honoured you can raise a complaint.

FAQ

Can I switch back to phone contact later?

Yes. Your preference is not permanent. You can ask to change how you are contacted at any time by letting us know.

Will writing-only contact slow things down?

It may take a little longer than a call, but it gives you time to consider your response and keeps a clear record, which many people find worth it.

What if I get a call after asking for writing only?

Politely remind us of your request and ask that it be noted. If calls continue after a reasonable time, follow up in writing or make a complaint.