If members have problems with the portal can they contact BS directly?

We would perfer that all 'initial'contact is via your organisation and you decide which cases need the input of outr technicians. Basically you need to answer how, when, why and where and anything that you cannot handle gets passed on to our staff. In short, if it is a technical problem they send it to us, but all other queries should be handled by staff at your end so you maximise the ‘perceived value’ from the whole experience.