Thank you for your feedback, having investigated the notes on your file and the phone conversations we can see that there has been a failing in responding to some of your calls in a timely manner. This matter is now being treated very seriously and the members of staff involved have been reminded that their failings in this instance contradict the training we provide and what Tradeplan stands for. The service we provide our customers is key to our continued success and is therefore extremely important to us.
There were however genuine reasons for the delays in finalising your price. We were waiting for confirmation from your Insurance company on the new address provided for your business partner, this delay however did not prevent our staff keeping you informed and most importantly calling you back when requested or when promised. Please except our apologies for the lack of communication but be assured in between the calls you had with our renewals staff, work was being carried out to ensure your quotation and cover was accurate and the most competitive on the market.
I understand you have received your emailed copy of insurance and confirm the full pack will be sent first class today.
I hope this goes someway to explaining the delay and also our frustrations that normal procedures were not followed. As the administration of your renewal has not been up to the standard we expect this year please accept our apologies and as a gesture of goodwill we will refund £50 to your account which will reduce your balance and therefore your monthly payments.
Kind Regards
Daniel Dove
Sales Director
