Dear Lu Williams, Thank you for taking the time to share your feedback. We’re delighted to hear that Tom was able to turn things around for you - he’ll be so pleased to know his efforts made a difference. We’re equally sorry to learn that your experience with the wider team fell short of expectations. Clear communication and accountability are things we take seriously, and your comments have been shared with management so we can address them directly. We truly value your honesty, as it helps us improve, and we hope to demonstrate a much more consistent standard in the future. Kind regards, Zoe Streets Ahead