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Please note this part of our website provides advice only - it will NOT enable you to lodge a complaint. If you want to make a complaint please go to our Complaints area.

In this part of our website we try to provide advice in response to the most common questions we are asked by consumers. We try to keep this advice as up to date as possible; however we offer it on an as-is basis and cannot be held responsible for any decisions taken as a result.

We have divided up each area by the type of service, on the left of your screen. If you follow the questions and links in each area these will hopefully provide some useful information to help inform your choices.

If you have a very specific query and cannot find the answer here, please call our Advisory Team Monday-Friday between 09:00 and 17:00 on 020 7981 3040 or 0300 123 3333. If you are deaf or speech-impaired, our textphone number is 020 7981 3043 or 0300 123 2024. Please note that these numbers only work with special equipment used by people who are deaf or hard of hearing. Welsh speakers can call 020 7981 3042 or 0300 123 2023. Our fax number is 020 7981 3334.

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