Dear Mr Shaw

Thank you for your email.

I am sorry to hear of the inconvenience you have experienced and am more than happy to assist you.

Unfortunately you have not included your customer number, telephone number or full UK postcode and therefore I cannot research your situation.

If you would be so kind as to reply with the above information then I will attempt to solve your problem. I look forward to your response.

Regards,
From the Office of Charles Dunstone