Hi, thank you for providing us with your feedback. Please accept our apologies that firstly we sent you an incomplete set of coins, and secondly that you feel we have not provided you with the level of service you expected.
I can confirm we are trying to follow our usual processes as much as possible, but understand in these unprecedented times that we do need to be flexible, where possible.
In view of this, I have now arranged for a replacement delivery to be despatched to you, this should leave us tomorrow and expect it to arrive within 3-5 working days, but please note these delivery times may be longer depending on Royal Mail deliveries within your area.
Please can I ask that the incomplete set is returned to us as soon as you are able to get to a Post Office, we do not expect anyone to put themselves at risk to do this and a note has been applied to your account in reference to expecting a delayed return.
I hope this offers a better and more detailed response and meets your expectations of the level of service you should receive from my team.
If you have any further concerns please do not hesitate to contact me.
Kind regards,
Rebecca Deeley
Customer Service Manager
