I reckon a large proportion of people that call are wondering where their documents are.
The evidence suggests that hoarding cash is first priority with returning paperwork, passports etc relegated down the list in between replacing pompous answer phone messages and providing a value for money service to their clients.
I know of no other agency that take two hours for lunch then call it a day at four o’clock.
They swiped £146 quid from my account within three days of my application and yet I am still waiting, 38 days later, for my PPL and passport.
Good work.