Thank you for letting us know. Firstly, we are sorry to hear that and hope that we can try to resolve the issue you are having. Please can you confirm the details of your complaint?

[VISITOR GIVES INFO] 

Thank you for sharing that with me. So that we can try and resolve this for you, I would like to get one of our team to call you. Please can you provide me with your telephone number and email address alongside your name?

[VISITOR GIVES INFO] 

Thanks [VISITOR NAME]. We will be in touch ASAP.