Good Morning I have just got off the phone with Lucy one of your advisors My 87 year old father has waited since November for a replacement hearing aid. My 85 year old Mother has tried and tried to get an answer on the telephone number when she eventually did get answer which has been twice the first one was no follow up and the second was the one which I took over in which Lucy just continually repeated herself when I asked to speak to her line manager I was refused every time even when I said to escalate the call . Lucy then went off to speak to her Manager and came back and said again no point in speaking to the Manager he will tell you the same thing as I am . Scrivens you take Government money paid in by us to provide a service previously provided by the NHS and you have failed badly shame on you. I am sure my Parents are not the only people who had this issue . Customer service clearly do not have enough staff to answer calls and do not have anything in place to follow up on complaints and queries . Maybe they just wait until the problem resolves itself ! Maybe you should realise the elderly people can’t sit on the telephone or hold a receiver for thirty Minutes plus while waiting for an answer. If I could I would give them no stars ! Shame on you !