AVOID AVOID AVOID!!! Staff agreed things in telephone conversations which were later denied so decided I would do everything via their online chat to which on one occassion after outlining why I was contacting them their advisor ended the chat without any warning or comment! Trying to put my payments up by £99 a month despite having agreed a lower fixed rate than what I was on. Complaints department won't listen to me anymore and despite emailing their CEO Paul Coffey (who doesn't reply except via his PA to say email passed to complaints department who have already said they wont enter into further communications on the matter!) I am not getting a response anymore. 14 years with them, no customer loyalty, would probably get listened to if I was a new customer! Time to change!!!!!!!!!!!!!