This form should be used for all communications between UK Field and Contact Centre for the following scenarios.

Members who need to be switched from Core to Premium, or Premium to Gold should be advised to reach out to 0345 345 1500 between 9 AM and 6 PM, Monday to Friday for assistance. We will no longer be doing outbound calls in these cases.

• Member has previously reached out to contact centre, and issue remains unresolved , has become escalated and impacts the members experience (please note, if it is a technical or billing issue, we may not be able to resolve until a fix or workaround is in place).

• Feedback to customer service, from member or field staff based on prior interaction. If known, please note date, time and agent's name in the notes.