10 April 2003

I was most concerned to read of your experience with our Carlisle Store.
Please accept my apologies for this matter and my assurances that this
does not reflect our usual high level of service we aim to offer all our

This matter will be investigated internally, to ensure incidents such as this
do not occur again in the future.

If you wish to claim for any out of pocket expenses we would need you to
send us substantiation for this, which we will consider as soon as we
receive this.

Please accept my apologies for any distress or inconvenience
this matter may have caused.

Kindest Regards

Liz Seach
Customer Services
Dixons Stores Group.