They will have a service level agreement within their policy probably with the word "reasonable" thrown in many times around when they should respond.
If you have no joy ring to make a complaint using their complaints process - if it is not followed up in a "reasonable time" (I would say a week a fair) then complain again outlining you will take to ombudsmen or similar.....
Seems like Shannons have been too successful with their advertising.
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