Skip to the content

Enterprise Charter

Our Promise to You

At Chess we follow the values in our blueprint to help maintain a friendly, positive and safe place to work.

Read Our Blueprint
0800 019 3800

We protect our people and our customers. Read our Zero Tolerance Policy HERE.

We want to make sure that Chess is truly ‘a great place to be a customer’, and that’s why
we’re passionate about our promise to you.


Dedicated service account manager

Calls answered within 30 seconds

One hour email response time

Escalation Process

Should you feel that you need to escalate any issues please see below.


2 Hours

Customer Experience Team Leader
Louise Howe
0330 159 8036

8 Hours

Head of Customer Support

Michael Leighton
0330 159 8035

24 Hours

Customer Services Director

Emma Stott
0330 159 8034

48 Hours

Chief Operating Officer

Stephen Dracup