Thank you for your feedback. We understand and we hear your concerns and have made you aware of the measures that have been taken to address those concerns. As you and the 2 other reviewers that have posted feedback will be aware, your concerns have been passed through each stage of our complaint handling process. We are sorry that you have not been satisfied with the answers that we have given during this process and we would respectfully re-iterate that you are fully entitled to take your case to the Ombudsman.