20 February 2002
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We have just received your letter regarding Mr Leung Sze (late post yesterday)

We take customer service very seriously and call all customers (to resolve matters, not just acknowledge receipt) within 48hrs of receiving a written complaint.

In fact most customers get a call on the day we receive the complaint. We have attempted to call me Sze on the number you have provided Unfortunately the number is erroneous and appears to have too many digits.

With 1.3 million customers we have many "Mr Sze" on our database and with the sparse information provided we cannot identify which is the Mr Sze who has written to you.

We are keen to resolve Mr Sze problems, it appears straight forward, but need some accurate contact details.

Could you supply them to us, or pass on our email address to the customer

Many thanks Customer Service