Hey all,
Yep, there’s a been a few issues out of our control over the last week (like the duplicate presentment issue) that have led to a huge surge in queries. We are working our way through them with all hands on deck, and waiting times are already less than they were a few days ago but they still aren’t where we’d like them to be.
As @Dannytc mentioned we have been hiring quite a bit recently and in fact I’m in Cardiff at the moment assisting with the training for a group of 9 or 10 new starters who are at the end of their 2 weeks of training now! There was another group of 10 just before them, and there’s yet another group starting their training on Monday, so that’s already around 30 new hires over the last 4-6 weeks which you should all see the impact of very soon.
I massively appreciate this can be disconcerting for new customers, but this is a temporary spike and not the norm.
We can only effectively hire based on the projected number of queries with some headroom to avoid over-hiring, so when a spike like this happens, it’s not easy to plan for. That said we’re of course analysing what has happened to effectively mitigate in the future as much as possible!
TL;DR - Bear with us for a while and things will be better soon.