After the restructure, when you call AtW, you will normally talk to call centre staff.
They can be really helpful, but all they can do is look at your file, or pass a message on to an AtW Adviser. They don't seem to be able to make decisions.
Sometimes if you ask want to talk about a problem with them it sounds like they are answering your question, or saying no to you, or there is nothing you can do, but all they are really doing is reading what it says in your letter or file.
So it is important, if you want to sort something out, or want to complain, make sure the call centre staff pass a message on to an AtW Adviser or manager to call you back.