Process to set things up takes far too long, kept on phone for very long time each time I ring (at my expense) with far too much repetition in things asked and also read out to me. Don't see point of being sent all the policy document for me to read which I did (!) to then have to listen to it being read out to me also word for word on the phone ! Too much unnessary repetition! Also don't like only being sent everything via email documents which i have to print out at my expense as prefer hard copy, for my records as much easier to read. Shame when people due to low income have to pay via direct debit monthly to find have to do so via very long winded complicated external agency and are then charged interest for doing so. All far too complicated, too much paperwork and could all be lot simpiler.