How to send a message in your online account
Messaging on the online account is a way for you to contact us directly on active cases or complaints
- After sending us a message, it will be assigned to our owner of the case or complaint
- When we send you a message, you'll receive a notification in your online account and an email
- This is a great way to quickly update us as well as receiving updates on your case or complaint
- Once the case or complaint is closed, you will be unable to send a message to us on that case or complaint
Messaging is very useful when:
- Asking for updates on an existing case
- Sharing documents securely
- Providing additional information
- Asking follow‑up questions
We've created a video showing how to message in action and the features you can find below or on our YouTube page:
Helpful things to include in your message are:
- Explaining your issue clearly
- Providing attachments where possible
- Responding to our messages to prevent delays
- Only sending one message at a time
- There is a character limit of 2000 characters
- Don't send anything that's an emergency
After sending a message:
- We aim to respond by the end of the next working day
- You’ll be notified when we respond
- You’ll be able to see all the relevant messages under that case
A case is a record we create to track your repair, complaint or query from start to finish.
To see your case you must:
- Log into your online account
- Find the menu bar and press 'Cases'
- Press on the active case you would like to open
You’ll be able to view:
- The case title
- The case description
- Any uploaded files
- Any sent or received messages about your case or complaint
The case has an Upload Files feature, allowing you to upload relevant files to you case or complaint. The file must be under 5MB to be uploaded and in the format of either JPEG, PNG or PDF.
Yes, you’ll receive a notification to your email and on your online account, if you have notifications turned on in the profile section.
No, you need an active case or complaint to send a message through the online account.
