Knowledgebase & FAQs

How long does it take to get a response to my query?

Our Customer Services team deal with lots of unusual queries and sometimes this can take a little time.

We try to respond to simple queries on the same day on which they are received or next working day if received later in the day (Monday-Friday on normal business days)

For more complex queries, such as where we need to review an account history, liaise with third party suppliers or discuss technical issues, it may take us longer. In all cases we try and ensure you have had contact from us within 3 working days. We'll always do our best to respond faster, but due to the nature of the enquiries received cannot promise to always do so in reality.

If your query is particularly urgent, we always suggest you make contact with our team by phone so that they can direct you to the best team or people, or advise the best next steps to reduce any delay for you.

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