I have found that they are taking on average about a week longer than they used to, however fill in the complain form, they usually do get back to you eventually, but be aware they are not infallable, they sent me two certificates identical, only they were supposedly on different pages, they phoned to say it was my mistake, but on relooking they realised it was their mistake, they did rectify it, but if I had not argued the point I would have been led to believe that I was in the wrong. Also have you noticed the price increase? I thought at over 30 per cent extra it was a bit much.Oh and now instead of 10 days to reply to your complaint, they now take 12 days