I had a problem with domain transfers - getting two transferred to 123-Reg. Because of privacy settings the transfer was rejected and although I then cancelled the privacy settings I was in limbo having paid to transfer (one years renewal) and yet the transfer had failed.
I received help with how to complete the transfer and a promise to provide the refunds for the domains.
I liked the ease of access to support and the ease of being able to copy and paste the details into their chat box.
If I had known about the privacy settings being an issue I could have reset those before I instigated the transfer - the problem is that you are dealing with two companies with two different ways of working.
Pleased to go with 123-Reg though because they are always helpful and their site is easy to use.