We know our support service has not always been at the level you expect from us.
We are taking clear action to change this. We are reviewing how customers contact us, how quickly we respond, how clearly we explain next steps, and how easy it is to find the right support information.
This is mainly for our GB customers
This feedback route is primarily focused on the GB market. However, we are always open to hearing how we can improve support in every market we sell into.
Why we are asking
We have a clear view of many of the pain points in our support journey. However, your experience matters most. Without our customers, we do not have a brand.
Your feedback helps us make better decisions, focus on the right areas, and find the right balance between faster support, clearer guidance, better self-help, and the right level of human contact when you need it.
What we would like to hear about
- What worked well during your support experience.
- What caused confusion, delay, or frustration.
- What you struggled to find on our Help Centre.
- Where our communication felt unclear.
- What would have made your support experience easier.
Meet Kieran
Kieran MaclachlanKieran is our Customer Service Manager and is overseeing this transition period within our support service. Kieran has experience across customer service, technical support, service improvement, and alternative dispute resolution work in both public and private sector settings. His focus is to make support clearer, fairer, and easier to use, while making sure customer feedback plays a direct role in the changes we make. |
Speak with our Customer Service Leader
We want to give customers a voice in the changes we are making. In some cases, we may invite customers to speak directly with Kieran so we can better understand your experience and use that feedback to improve our service.
This is not about defending poor service. It is about listening properly, understanding what needs to change, and making sure future improvements are based on what customers need.
Your feedback helps shape our support
We are making changes across our support processes, Help Centre content, contact routes, and internal ways of working. Your comments help us focus on the areas that have the biggest impact for customers.
Before you submit feedback
This form is for feedback about your support experience. If you need help with an active issue, please use the correct support form so our team can review your request and respond through the right channel.
When giving feedback, please include as much detail as possible. This helps us understand what happened, what the impact was, and where we need to improve.