The initial contact when taking out the household policy was handled with speed and courtesy,The only concern was being asked for an extra £5 to send documents in the post,,no other company has this charge,Anyway I paid,and what I received in the post was just a document outlaying what i had paid and who the broker was,,,there was no Document book as detailed in the letter. I contacted by telephone again,to be told was an error and one would be sent,,a week later it did not arrive,,,I have contacted them again asking for this booklet and to date I am still waiting,,that is now approx 3 weeks. This is not the way one would expect to be treated by a company who say they are customer attentive, I do not expect a reply to these comments but anyone who reads this,please make sure you get all the documents required to cover your needs. Thank you.