The settings you need for your FTP client are as follows, these are specifically for Filezilla however other FTP clients should be similar :-
Hostname = www.yourwebsiteaddress.com
FTP Username and password as provided
Port = 21
Protocol = 'Use explicit FTP over TLS if available'
Logon type = Normal
If you are not sure about any of the details please contact us via support for confimation.