Hi Emma,
Thank you very much for your detailed and extremely helpful review of our services! This must have taken a long time to write so we really appreciate it.
I have forwarded your comments onto our client services team who will look into the issues you have described to ensure these problems do not arise again. We are very pleased that you still rated our service as good in spite of the issues you experienced.
Please do let us know if there is anything else you require assistance with.
Have a great day, FPS Group