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We prefer personal

Having a personal account/case manager should not be a premium, we believe that a personal contact better helps us understand your needs and for you to not have to worry about the gauntlet of a call centre.

All our customer care staff are based in house to provide a better and more responsive service to you. They are also empowered to make changes, adjust packages†† and liase directly with other teams.

Your personal contact is always trained for all aspects of our business, you can ask about our packages, raise a technical issue or if we have missed a beat, can also handle any complaint on your behalf.

we build our customer care system to automatically do this

It's important to us to keep a personal relationship running without any extra effort.

This is why our systems are built to keep you in contact with your dedicated manager, whether you email, call, start a chat or fill in a web form, our system will allocate this to your dedicated manager.

You don't need to enter any extension numbers or write a specific email address for this to happen.
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Although we endevour to connect you to the right person at every contact, if your case/account manager is on the phone, away from their desk, experiencing technical issues or out of the office this may not always be possible. We promise that our entire team will still be able to assist with most questions, in the case of a more complex issue our team may arrange for a callback from your case/account manager. Web Calls are anonymous communications, in for this type of contact the first available agent will respond.

In rare circumstances, if our lines are all engaged, the call will be transfered to an external provider to take a message. Please note that they will not have access to your file with us or be able to view your Caller ID.

†† We always try to accomodate the majority of requests for bespoke packages, in some circumstances where this is not possible, we will offer a solution as close to the request as possible. In the case of a price adjustment, this will be done on a case by case basis on what options and services being provided and in line with the information held within the client file.