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“We are aware that from time to time your calls can be disconnected from our system whilst you are either waiting to speak to, or already speaking to, our reception team.  We appreciate how frustrating this will be for you if it happens and would like to reassure you that we have had our telephone engineers thoroughly update and investigate our system and satisfy us that there are no faults to be found. 

We have been made aware that many telephone providers and handsets have automatic settings in place to disconnect calls after varying periods of time and that the connections used particularly during many mobile telephone calls, sometimes fluctuate and cause disruption, especially if the handset is moved around spaces during the call.  If you find this happens to you often, we do recommend that you check your handset settings and software updates are all OK and possibly check with your telephone provider for any other potential faults. 

Please be assured that if you are disconnected whilst speaking to a member of our team and we have already confirmed your identity, we will always call you back within a few minutes”