Social media use

These house rules set out how we interact with users through our social media channels.

We use several social media accounts to communicate with our users. You can contact us on:

What you can expect from us

Our social posts include information about our products and services, relevant news, and business case studies.

Our customer service team responds to comments and questions via Facebook and Twitter from Monday to Friday between 9am and 5pm. We’ll respond to questions received outside of this time as soon as possible during working hours.

We sometimes post updates on Facebook, Twitter and LinkedIn outside of working hours.

We read every message or tweet posted to us, but we do not reply to every comment we’re mentioned in. If you ask us a question we’ll try to help you, or direct you to someone who can.

We’ll be professional and polite, and we expect you to do the same.

We’ll remove or hide comments that we feel are not appropriate and block users who break our house rules.

What we expect from you

Ask us questions and give us your feedback. We welcome engagement.

You’re welcome to engage with us in Welsh on all our social channels. If you contact us in Welsh, we’ll respond in Welsh.

You must not post comments or tweets which are:

  • offensive, racist, sexist or homophobic
  • deceptive or misleading
  • persistent negative or abusive messages

Comments like these will be removed and the user will be blocked.

You’re responsible for any content that you post. Personal information should not be posted publicly.

We look forward to hearing from you.