I'm sorry to hear that! Can you tell me a little more about the issue and I'll get a member of our web team to look into this for you.

[VISITOR EXPLAINS ISSUE]

[IF IT'S A WEBSITE PROBLEM]

Thanks for letting me know. I will get someone from the web team to fix this right away. So we can let you know when it's resolved, could I take your name and email address?

[VISITOR CONFIRMS DETAILS]

Thanks [VISITOR FIRST NAME]. We'll let you know when it's fixed.

[RAISE AS A BUG REPORT]