I have just complained to the PO as follows:
I exchanged £200 for Euros today and was given a rate of 1.15 Euros to the pound. I had checked several days ago and was offered exactly the same rate from you. I queried this and the assistant was argumentative. I have checked Expedia site and it is 1.245 to the pound and your own site and it is 1.21 to the pound. You are advertising your product as a good deal and no profit to you but clearly you are making a profit from not giving an accurate exchange rate. Perhaps you should not be getting awards any more. Why is your service not accurate. The last time I did this there was someone else there with exactly the same complaint and he walked away. You will not keep customers at this rate.