Dear Steve, Many thanks for your valued feedback.  I am sorry you feel our office is sometimes a bit slow in returning phone calls. We would never want you to feel that your enquiry or attention from us was not important.  Due to being in a people business we experience times of peaks and troughs in work flow, often linked to times of high sickness both in clients and staff.  I will be reviewing our in-house processes to ensure that all members of our team are well trained to answer all client queries, so that you are not left waiting for a response from another member of the team.  Thank you for your feedback.  Kind regards, Christina