All seems very familiar, see ny earlier comment

You could not be more right, this lot are a shower and i would urge anyone considering joining not to, they are aggresive and have a customer services dept that couldn't spell the word service. They have hidden catch all phrases in their Ts&Cs, like being without heating for 4 days in mid winter being perfectly acceptable. The sub contractors they use appear to mirror their laissez faire attitude. not a good experience. look elsewhere you could not do any worse !!!!!