Our focus is to always provide the very highest levels of service and aim to deliver an effective, dedicated, reliable and friendly experience for our customers. All our teams are available during business hours, and we will answer all calls and emails as quickly as possible, with the aim to provide you with the assistance you need during your first contact with us.
If we are unable to answer your query immediately, we will take your details, find out the information you need and call you back. All email enquiries are responded to in date order of receipt and we aim to respond within 1 working day.
For those of our Customers with out of hours support, our Out of Hours Team will be available to assist you by raising your support issue and passing on to the relevant support team.
We are here to help
Sometimes, you may feel that you have not received the service you expect from us. If this is the case, please let us know as soon as possible to enable us to try and rectify the issue. You can be confident that we will make sure your complaint is fully investigated.
We will acknowledge your complaint within two working days, and then we will look into the issue and aim to respond within 5 working days, either with the full results of the investigation or to let you know it is taking us a while longer to complete our investigations.
We will close the complaint once you confirm you are happy with our investigation or if we do not hear from you within 28 days of us submitting the results of our investigation to you.
If you are not happy with the response and wish to escalate your complaint, please call or email your Account Manager directly using the contact details issued to you at the start of your contract, and ensure you include the reason why you are not happy with how we have dealt with your issue so far.