Thank you for your review, we really appreciate you letting us know of your experience and your feedback is really helpful. We are so pleased the front of house team were helpful and you received a warm welcome. It is great to know you found things easy to understand and everything was explained well.
We apologise that you felt out of the loop with changes to the personnel on your file and the inconvenience this has caused you during the process. After speaking with the head of the team, this was due to some operational challenges at the time and unfortunately, we had to reassign your file. We are now looking at how we can improve this communication in future to make this as clear as possible and how we can ensure a smoother transition from one file handler to another.
Kind regards
Elliott
Jackson Lees