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HI Sami,

Thank you very much for your feedback. We are glad to see that you thought the service you received was good, however disappointed that you felt there was something that you were not quite so satisfied with.  After our phone call today it would appear the issues discussed were potentially due to communications from other providers unrelated to us that may not have been clear and confused matters and I hope everything this clear now.  

I am delighted that you have given us the opportunity to quote for your daughters car.

Thanks again

Simon

Hi Steve. 

Thank you for the feedback you recently provided us and apologies you feel that the service wasn’t up to expectations. As a business we take the handling of sensitive documents very seriously and ensure that everything we send is tracked and recorded. Once we passed these documents to the finance company it would appear that they were then misplaced within their offices and I can only apologise. This situation did impact your delivery due to the cooling off period ending later than anticipatedn and keeping our customers satisfied is our primary concern. To ensure there was no impact on you and your working life we offered a hire van to keep you on the road or compensation to the equivalent value, of which you accepted the compensation.  

At the time I was under the impression this resolved any issues, apologies if this was not the case and I would like to speak to you to understand what we could have done better.

Thanks,

Matt