Our customer service department prides itself on the personal touch, and with no automated answering service during office hours, we ensure that when customers ring in, they are met with a real person answering their call.

All customer service staff are fully qualified customer managers and are able to help with all your queries including products, billing, tariffs...and it is our policy to respond to your enquiries promptly and efficiently.

As your dedicated Customer Services Department we are committed to providing you with the highest level of service to ensure we can respond quickly and knowledgeably to all your queries

Timely response to queries

• E-mail – same working day if received by 12pm, otherwise next working day.
• Fax – same working day if received by 12pm, otherwise next working day.
• Post – 2 working days if received before 12pm, otherwise 3 working days.

We will inform you during the same working day if we are unable to immediately answer your question. We will find an answer or update for you within 3 working days.

Accountable

• Respond to complaints within 24 hours. We aim to resolve all customer complaints within 3 working days.
• Monitor set customer service performance targets to drive & measure improvements.
• Continually monitor customer feedback.
• Conduct regular surveys of customer satisfaction.

Accessible

• Answer 90% of phone calls within our 3 ring answer policy.
• Provide fault handling 24 x 7, 365 days a year.
• You can contact us on freephone number 0800 316 8886