Dear Customer, I am sorry to read that the experience you have received whilst speaking to a member of my staff was not up to standard I expect. I need to investigate further the circumstances you have outlined, but as we only have two female members of staff in the office, I can narrow this down quite quickly. However, you do not mention within your review when these events took place? A conversation between two staff members, whilst you was in a direct call would seem a little unusual (not standard practice), though a loud background conversation may account for someone struggling to hear you, hence sounding a bit “off” with you. That all said, personal conversations should not be taking place within the main office, to which I will be reminding staff about today. If you need any extra assistance about your reported concern, I am generally in the office myself from 8.00am. I would be only too happy to understand this situation fully. Kind Regards Martin Pitt Managing Director Aquiss Limited