Hi Kate,
Thank you for your feedback, and I’m truly sorry to hear about your recent experience with us. We appreciate both positive and negative reviews which we proactively take onboard to ensure services in future are satisfactory. I’ve taken a closer look into your account, and I’m happy to confirm that your issue has now been resolved. I’ve also sent you an email with further details, so please do check your inbox. I do apologise for any inconveniences caused however.
Regarding the reviews you mentioned, we do invite customers to share their experiences with us, but it's entirely their choice whether or not to leave a review. We believe that the hard work of our energy specialists deserves to be recognised, and it's important that others hear about both the good and the areas where we can improve.
If there's anything else you'd like to discuss or if you need further assistance, please don't hesitate to reply to my email or give us a call.
Best regards,
Nadim