Initial contact via telephone and e mail was hopeless with evasive excuses that the necessary member of staff was unavailable or that messages had been lost in junk folders. However, once direct e mail contact had been established with the appropriate member of staff, details of the service offered were clear and comprehensive; progress was swift and efficient; regular updating of progress was reassuring and helpful; documents were delivered on time and securely. Initial customer care and attention needs to be improved in order to inspire confidence in prospective clients.