Donald Russell
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Still no substantive response to my original complaint.
Very poor customer service. When their website was updated, we were asked to reset our passwords, which involved requesting an email which would give us access to our accounts. After several weeks, I have yet to receive this email (and yes, I have looked in my spam and junk email folders), despite several emails and two webform messages. On 9 March Donald Russell replied, on Trustpilot, "I can see our team have sent instructions on how to do this (update passwords) but if you're still having problems please do get back in touch". Well, it's now 19 March, I'm still having problems, and I still haven't received the instructions mentioned above. Nor have I received any reply to the polite email reminder that I sent to their customer services email address last week. So it would appear that doubling down on my original Trustpilot complaint is the only route by which I can get back in touch with them! They must have my postal address, so I suggest they write to me by snail-mail.