Customer Service Policy

Please use our search function to see if the advice you need is available HERE
If you can’t find the answer to your question, you can contact us in the following ways:
Call us on: 0330 400 0000
*Please have your site number to hand as you will not be able to get through to one of our advisors without this.
Write to us at the following address:
Customer Experience
1 The Boulevard
Shire Park
Welwyn Garden City
Or use the Contact Us form, available HERE.

What we will do

We can normally answer most queries quickly, and we will do our best to resolve your enquiry as fast as we are able to. If your query is more complex, or you have made a complaint which we need to investigate and are unable to resolve immediately, we will:
  • Take your complaint seriously and aim to contact you within 5 working days
  • Log and track all complaints through to completion
  • The team dealing with your complaint will attempt to resolve your query immediately, but if unable to do so will contact you regularly with updates. If we cannot reach you, they will leave their contact details