We want to make it simple, clear, and reliable for you to get the help you need. That’s why we use a customer support platform. This platform brings together all the different ways you might contact us — email, phone calls, text messages, online forms, and even our self-service knowledge base — into one organised system. All of these are made visible to you (if you choose to use it) through our Customer Care Centre.

Why use a platform at all?

Every day, our team receives thousands of emails and calls. Among these are important questions from customers like you — but also spam, phishing attempts, cold calls, and other distractions. Without a system, valuable requests could get lost in busy inboxes, delayed, or duplicated between team members.

The platform solves these challenges by:

• Filtering out the noise so our people can focus on your requests, not junk mail or robocalls.
• Organising enquiries so they always reach the right person or team.
• Balancing workload so your request isn’t left waiting if one person is overloaded.
• Tracking history so that whoever helps you next can see the full picture.

This means we can spend less time chasing emails and more time providing you with timely, personalised support.

Why we made this change

This change is the direct result of feedback from both our customers and our people. Customers told us that sometimes their queries were lost, ignored, or sent to the wrong address, leaving them unsure whether their request had even been received. At the same time, our people told us how difficult it was to manage queries spread across multiple email inboxes, phone systems, and databases.

The customer support platform solves these problems by bringing everything into one place. It ensures every query is captured, tracked, and managed properly — and it frees our people to focus on resolving requests rather than searching through different systems.

What’s a “ticket”?

When you contact us, the platform automatically generates a ticket. Think of a ticket simply as a unique reference number for your request. It’s a way for us — and for you — to keep track of progress.

• For you, the ticket number is something you can note in your own records or compliance documentation, and easily quote if you need an update.
• For us, the ticket connects every part of your enquiry — your emails, attachments, phone notes, responses, and updates — in one place.

The ticket doesn’t change the way you contact us. You can still call, email, or submit a web form just as before. The only difference you’ll see is that our acknowledgement emails now include a reference number.

Your view in the Customer Care Centre

If you’d like, you can log into our Customer Care Centre to see all your tickets in one place. Here you can:

• View the current status of your open requests.
• Look back at your history of past tickets.
• Access our knowledge base for quick answers without needing to raise a new query.

Using the Care Centre is optional — if you prefer email or phone, that’s fine. The choice is always yours.

Supporting our Customer Voice Programme

The platform is also an important part of our Customer Voice Programme, which focuses on listening carefully to customers and making improvements based on what matters most to them — not on assumptions.

Because every query is tracked, we can now see patterns, repeated requests, challenges, and roadblocks in a way we couldn’t before. Most importantly, when a ticket is closed, you’ll receive an invitation to provide feedback on how it was handled.

This feedback is powerful:

• You can tell us if it took too long, if the information wasn’t clear, if a process was frustrating, or if the outcome wasn’t what you needed.
• Our management team can see exactly which ticket the feedback relates to, including the steps taken and timeframes involved, so they can assess improvements and address root causes.
• Positive feedback is just as valuable. When customers tell us what went really well, we share those learnings so they can be repeated in other areas.

If you have a lot of queries with us, we don’t expect you to provide feedback on every ticket — though we always welcome it if you choose to.

Does this make things less personal?

Some customers have shared that the system feels more structured and less personal. In reality, it helps us provide more personal support. By spreading workload evenly across our team, we can respond more consistently — even during peak seasons. And because the full history of your tickets is always visible, our people can spend more time understanding your request and giving you a more informed response, rather than asking you to repeat details.

Our goal

The platform is not about replacing personal service. It’s about giving us the tools to make our support more reliable, more consistent, and ultimately more personal for you. Whether you email, call, or log a webform, every request gets the attention it deserves — tracked, managed, and resolved.