Question 1

Mixed Brand Experience

Accepted Answer

Why does the website look different on some pages compared to others?

We're currently in the process of updating our website to a new look and feel. Some pages have already moved to the newly refreshed brand & design, whilst others are still in the process of being updated. Everything is fully functional throughout - you're in the right place.

Am I still on the right website? I ended up on a page that looks different.

Yes, absolutely. You're in the right place. We're rolling out a refreshed brand & website design in stages, so some pages may look different to others whilst the update is in progress.

Has the company rebranded? Which brand is correct?

Yes, we're refreshing our brand and website between June and October. You may still see references to the old brand logo in some areas whilst we complete the transition over the coming months.

Why do some pages have a different logo/theme to other?

We're updating our site in phases, so you may notice a mix of old and new designs during this period as you navigate the website. Both are us - we're simply working through the update systematically and expect everything to be consistent by October.

Question 2

About Trust and Legitimacy

Accepted Answer

Is this website secure? The inconsistent design is making me unsure if I'm in the right place.

We completely understand the concern. The site is fully secure - you can verify this by checking for the padlock icon in your browser's address bar. The mixed appearance is simply a result of our phased website update and will be resolved by October.

I’m in My Account and the pages looks different to the website - has my account been compromised?

No - your account is safe. The different appearance is due to our phased website redesign, where some pages have been updated to our new look whilst others are still to follow. If you're ever unsure, check that the URL shows the padlock symbol.

Are both the old and new branded pages officially part of the same company?

Yes, both are us. You may notice a mix of old and new branding as we work through our phased website update. All pages are part of the same site and are fully secure.

Question 3

About What's Changing

Accepted Answer

What is changing on the website and when?

We're refreshing the look, feel, and structure of our website as part of a wider brand refresh. The update is being rolled out in phases over the next three months, with the full site expected to be complete by October.

Will my login details, saved preferences, and account data still work across the different areas of the site?

Yes, everything carries across seamlessly. Your login to My Account, account details, and any saved preferences are unaffected by the design update.

Will the full website be updated, and if so, when can I expect that?

Yes, the full site will be updated to the newly refreshed brand and design. We expect the rollout for Chambers.com to be complete by October. For My Account plans (See here)

Are the products/services the same regardless of which part of the site I'm on?

Completely. The phased update is a design change only. Our products, services, pricing and terms remain the same across all pages.

Question 4

About Navigation and Functionality

Accepted Answer

I can't find something I used to access easily - has it moved

We have made some structural changes to the site as part of the update. If you're struggling to find something, try using the search function..

Why does clicking through to certain pages feel like I'm going to a different website?

We know this can feel a little jarring, and we apologise for the inconsistency. It's a temporary result of our phased redesign - both the old and new pages are part of the same site. This will be resolved as we complete the rollout over the coming months.

Why does the navigation menu look different on some pages compared to others?

During our phased rollout, some pages are live on the new site whilst others are still on the old. Each has its own navigation, so you may notice a difference in layout, design, and menu options as you move between them. This is temporary - once the rollout is complete, you'll have a single, consistent navigation across the entire site.

Question 5

About URLs and Bookmarks

Accepted Answer

Will my existing bookmarks or shared links still work after the new site launches?

Yes. We’ve put redirects in place so any existing bookmarks or shared links should automatically take you to the most relevant page on the new site. In most cases, you won’t need to update anything.

If a link takes you somewhere unexpected, try navigating to the page directly via the site menu to find the correct location. Once you’ve landed on the right page, we recommend updating your bookmark or re-sharing the new URL. If you continue to experience issues, please contact us.

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