Thank you for your feedback. As a business Preston Baker takes great pride in delivering an excellent level of service to all of our customers and always welcomes customer feedback as a constructive learning experience. In this instance we have clearly fallen significantly short of expected standards specifically in terms of communication and I would apologise on behalf of the company for any inconvenience or distress caused. Additionally I would be happy to research the specific details of your experience to ensure we learn from your customer journey and make sure our approach is reviewed and, where appropriate, modified and retrained to the required standards. If you would kindly provide additional details to enable me to research further that would be most useful as the information provided "N Robert" does not match with any of our database records. My contact details are: mark.christopher@prestonbaker.co.uk