Callum Burns

Dear Callum Burns,
We are very sorry to hear of your dissatisfaction and apologise if any inconvenience has been caused.
We would like to ask our internal teams to remove your name from any distribution list, so we can ensure you no longer receive any communication from us. However, we haven’t been able to fully identify you. Could you please email us at account.helpdesk@regus.com so we can take action?
Many thanks and all the best.

Thank you, Callum, for taking the time to leave a review.

During our merger back in 2017, we did hit quite a few issues that impacted our overall ability to service support as fast as we had done previously.

Losing several staff members at the same time as merging business processes caused our ticket desk to grow to a point where tickets took 24hrs to handle, a massive difference to the normal sub hour turn around that you would have been used to previously.

This was however back in 2017, since then we have expanded our support team, migrated to a new faster infrastructure and refined our internal processes to not only provide a far faster service but also provide faster support that exceeds our standards back in 2017.

It is a shame that you feel our support has "gone down the pan" however, I can see based on our ticket exchanges since this review was left that this is clearly not the case.

I have reached out to discuss this with you, so if you do have a free moment, let me know and we can jump on a call any handle concerns that you still might have.

Kind regards,
Dave Kimberley - COO Smart Hosting

Hi Callum,

Thanks for the great review here - we’re happy to hear that you’re finding GoCardless easy to use. Please visit gocardless.com/partners to have a look at some of our accounting and invoicing partners.

If you have any questions in the meantime, please don't hesitate to get in touch.

Thanks very much for your review and your comments Callum.

Customers completing our online forms and buying our insurance online is a lower cost method of providing insurance compared with say buying insurance over the phone from a call-centre or over the counter in an office in the high street. But having said that, there are still costs that we incur as on online company which we need to make sure we cover. These include the cost of running our office in Cheshire from where we provide customer service support, the cost of data look-ups and validation services, such as post-code and driving licence checks, and the cost of hosting our website and making sure it is properly backed up.

We regularly review our prices against our competitors to make sure we are competitive, and we are confident that our policies continue to provide great value for money, inclusive of the fees we charge.

Thanks again for your comment

Verity @ Customer Services