Hi Lowri Exceptional customer service really is what we pride ourselves on. We know how difficult the experience can be so we always put ourselves in our clients' shoes and we are so thrilled that we are helping you throughout this process. We will be in touch with any updates and please do not hesitate to call in to branch or call us if you have any questions in the meantime. Thank you for the review! Kind Regards Matt and the Gorseinon team.