We understand that you may need to speak directly with a colleague in your local store, especially for complex queries. While our main contact number connects you to our Central Customer team, there is a way to ensure you get through to the right person.

Our store phone lines are outbound only. This means that while a store colleague can call you, you can't call them back directly on that number. If you have a missed call from a store, here's what to do to avoid the frustrating call back loop and ensure your query is resolved:

Please make every effort to answer the phone, even to numbers you may not recognise. They are calling specifically to discuss your case and have all the necessary information to help you.

If you miss a call, you can:

• Wait for the store colleague to try calling you again. They will typically make a few attempts to reach you.
• Respond to any email or text message they may have sent. This can often be a direct way to communicate and provide them with the information they need to proceed.