Tom was exceptionally understanding and helpful, he was very professional and listened to me as opposed to assuming the facts. Once he had listened to me he very carefully explained what would happen next and assured me he would update the file to reflect what had actually happened to my son when he was involved in an accident. In my opinion Tom is most definitely in the right job and should be held up as a perfect example of how to deal with people during what can be traumatic circumstances and should be congratulated and recognised for his work. Well done Tom!
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