I think it would be a good idea to give the community more power when it comes to the FAQ's this will ensure that they are always up to date and that they can be tweeked so that they are most effectives. As well as this, it will enable new help topics to be rolled out quickly whilst still maintaining good quality control.
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This is already in the pipeline
See here http://community.giffgaff.com/t5/Welcome-and-News/