Following our April release, the way customer contact information shows in our system has changed.
Some of the contact information on your client lists may be out of date. To help ensure we have the correct contact details and reach the right person for specific client queries, please add a Key message contact in myIR.
You can do this in the Intermediary Centre > Manage Agency > By List > List Access > Edit.
Having the correct Key message contact helps us ensure web messages are sent to the right web logon. We’ll now use the phone number linked to the Key message contact’s web logon as the primary contact for that client list.
To ensure contact details remain current, your staff should also review and update the phone number associated with their web logons where needed.
0800 or 0508 numbers are not accepted. However, you can use a central office number, such as a reception line if this is the direct line associated with your toll-free service.