I really have to ask what is actually the script with this company and more notably with there employees attitudes? These staff, no doubtable young and unreliable have clearly got a can't door attitude. I called a few weeks ago to let them know of the loss of my late husband and after at least a 10 minute hold and then conversation for 30 minutes with a young woman (she didn't seem to care what she was doing or say and her empathetic tone was so underwhelming it was untrue), she them randomly seemed to either cut me off or just put me in another queue without any explanation. I then ended up speaking for another 30 minutes to a gentleman who I had to repeat all my details and information too and he seemed actually genuinely sorry for my loss and also for the experience I had with his colleague and that he would be attempting to look into this matter. I have not YET received a call back about this matter and no doubt I will have to make a complaint to them or the Financial Ombudsmen about there sheer bloody incompetence. This call centre at Dalkeith Road is beyond compare to any other specialist service I have received, no because they are helpful but because they are absolutely beyond in a joke in there care for customers or there willing-ness to help!