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How to Escalate a Support Issue

MSL's business hours are 9am – 5pm, Monday to Friday, and we are closed on UK Bank Holidays and MSL's customary days. For further details, see MSL Support.


We experience a high volume of support requests during February/March and September/October as many of our customers are preparing for Welcome Weeks and/or Student Elections. This might mean a slightly longer response time, but we'll get back to you as soon as possible.
If your enquiry is particularly urgent, please give us a call. For further information, see How to Call a Member of the MSL Team.


For further information, see MSL Support.


If you feel you're not getting the help you need with your support ticket, please reply to the ticket first to follow up - for further information, see How to Track and Update Your Support Request.


If it’s still not resolved, you can reach out directly to MSL's Customer Services Manager, Lizzy Iles, at [email protected], and we'll make sure your issue gets the attention it needs.

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