Search the database for 0870 6060060 and you will find a number that goes straight through to an operator (within a few seconds). Calling 01604 614015 and going through the menu puts you in a queue that lasted over 5 minutes when I tried it just now. They do keep apologising, but why the person that answers the other number cannot answer I don't know. Unless it's to get more £££ from 0870!