We accept that, inevitably,
we will make mistakes.
When this happens we offer apologies, reasons and solutions rather than excuses and
evasion - we put the customer
first and never play blame games!
We also try to isolate the
root cause of the problem so that we can improve our systems and
protocols to minimize the likelihood of the mistake arising again. This
may involve some detailed questions on our part but please bear with us.
At this delicate point in our relationship, we do not want to appear to be turning all legalistic, but now might be a good time for you to refresh your memory of our
terms and conditions of doing business with you.
When you have a problem our
preference is that you email us in the first instance at: