Ticket re house move

[#1]

Hi guys,
I opened a ticket last Wednesday lunchtime as a complaint regarding a house move, but the status is still 'Awaiting support team answer' and there hasn't been a reply yet. The ticket is #89306011.
Just wondered if I should call or email instead?
Many thanks.

[#2]

Hi fruitnofibre,
Sorry that this has taken a while to pick up, the complaints procedure means that they will be picked up with 5 working days of receipt and upon checking your account it appears that one of our complaints agents is actually reading through this for you now so you should have a response online to this either this evening or tomorrow.
If there is anything that I can help with in the meantime then please let me know.

[#3]

Hi Adam,
Thanks very much. I can see there is a reply now and it's being looked into.
Cheers.