Virtually impossible to contact. Phone numbers are hidden in the maze of the website as they do everything in their power to avoid you having to call. If you do find a number, the automated service will tell you in no uncertain terms that they are only able to help those that are vulnerable, living alone without gas and electricity and nobody is able to help them. You can try to get through the automated intro but she'll ask what your call is concerning - whatever answer you give will likely be met with "Sorry, our lines are not open at the moment". No mention of when they do open. If you do get past the first boss, you'll be put on hold for a good half an hour before an advisor picks up. However, they'll inevitably be the wrong advisor and they'll put you through to another team, with another half hour on hold. At this point you might have a slim chance of getting what you want, but I wouldn't get your hopes up. Online chat is awful as they take ages to respond and you'll likely get passed from person to person who will all ask for all of your basic details and a description of your situation, despite having written it all already just half a scroll up away in the chat. You can email them, but they won't respond. Awful, awful awful. Easily the worst customer service I've ever had