Hi Irene,

Thank you for taking the time to provide us with your valuable feedback on the support service that you received from us today. I am sorry to hear that you were disappointed with how well we kept you informed on the status of your call on this occasion and I have fed this back to our support team as well so that we can address this for you in the future.

However I am pleased to see that you have also left feedback on another call today and scored us 10 for keeping you informed in that instance so hopefully you recognise that we do try to keep all of our customers updated on any ongoing calls that they have logged with us while we are continuing to investigate these.

Thanks again for your feedback - we really do appreciate all feedback from our customers, both positive and negative, as this allows us to improve the support service that we offer you moving forward.

Alyson McMenemy – 27/11/2013