At the end of November we updated our telephone system to improve the service we offer to our customers. Unfortunately, we've recently been made aware that a number of our customers have been inadvertently cut-off from us before their call was answered.
We are truly sorry for the distress and inconvenience caused to those affected. This does not reflect the level of service that we aim to provide you with, and we have been working hard to get to the bottom of the problem.
The issue has now been resolved.
We have temporarily disabled the customer call-back function but plan to reintroduce it early in the New Year.
We will be contacting all of the people that we are aware have been affected to offer them a personal apology and urge you to contact us if you experience any issues with the call queue.
As well as calling us on the phone, please note that you can also contact us via email at firstname.lastname@example.org, via our website or social media accounts.
You can also drop by our office at Southern Gate, 729 Princess Road between 10am-3pm Monday to Thursday (please note the office will be closed 23/12/2022 - 02/01/2023).
Again, we'd like to say how sorry we are to everyone affected by this issue and thank you for your patience and understanding whilst we work to resolve it.