What are people
trying to do?
Describe the process or problem in everyday language. If there is an existing way of doing it, explain where it becomes difficult or repetitive.
Get in touch
Start with
a conversation.
A problem to solve, an idea to explore, or a product you would like to discuss. Tell us what is happening today and what you would like to work better.
A useful first message
No finished brief needed.
Just a starting point.
These three things help us understand the context. Include what you know; it is fine to have open questions.
What are people
Who needs
a better way?
Tell us who uses the process, who receives the result and any access or support needs that are important to the experience.
What would
better look like?
Fewer steps, clearer information, less administration or a more useful service. Mention any important deadlines, existing tools or constraints.
For the first conversation, a summary is enough. Please avoid sending passwords, payment details or unnecessary personal information. How we handle correspondence
Other reasons to get in touch
The right context
helps us help.
A question about a product
Name the product and describe what you were trying to do, what happened and what you expected. Use the product’s own support route where one is provided, and remove personal details from any screenshots you share.
Email a product questionWebsite access or feedback
If something is difficult to read, navigate or use, tell us which page you were on and what got in the way. Your device or browser can be useful context, but share only what you are comfortable providing.
Share website feedbackA policy or privacy matter
Include the relevant policy or the information you would like us to consider. Our policy pages explain the scope of each commitment and the available contact routes.
Find the relevant policy