Dear %{name}, We have now received your complaint and a member of our team will log your details into our system. Once this step is complete, we will follow up on your complaint with an initial contact within 72 hours (Mon-Fri) to gather further information. If you have not heard from us within this time (excluding Saturday and Sunday), then please email us at customercare@glow-worm.co.uk We're sorry that we have not met your expectations this time, and where we have got something wrong we'll do everything we can to make amends and offer an appropriate apology. Kind regards, The Glow-worm Customer Care Team