Hello Wendy,
Thank you for your review. Looking at the policy, I can see that the delivery method for the documents is set to email. If you would like a copy posted, please contact the team on 0333 321 9801. They will change the delivery method and ensure that a copy is posted to you. They are open until 7pm today. ~Theo, Social Media Team
“Called Customer Service and got confused message and misunderstanding possibly due to language differences. Eventually got transferred to an agent who knew exactly what I wanted and very quickly and professionally resolved the situation to my satisfaction.”