This company is keen on signing you up, but once you're a customer, forget any form of customer services. You won't be able to get through to someone on the phone, you are lucky if you get a reply to an e-mail and they have this chat function which is totally useless as there's never anybody available to assist with your query. If you have a problem with them, it's often very difficult to have any queries resolved and you often have to devote endless hours to solve issues. I have found the Citizens Advice Bureau very helpful and the Ombudsman, it seems to be the only way that this company will process a complaint. You would do well to AVOID this company, it will save you a few headaches.