Phone calls were answered by a person - not a machine. Always happy to answer questions over the phone which enabled me to get the paperwork right first time. When I explained we were on a tight timescale to get our passports back the person I spoke to made no attempt to 'upsell' to a more costly service. Instead she made sure she fully understood our situation and confirmed that the basic service would be sufficient. the passports and visas arrived exactly when she said they would and we received an e-mail confirmation of posting. I consider it a small price to pay for the peace of mind the service I received provided