Bad Service and Very Little Care

I have used them in the past and been happy with the service. I don't know if there staff has changed because this time round i received such bad service. There seemed to be very little customer care. No follow up or communication. I had to keep on calling. I organised a special delivery which they charged for and they dropped off my passport without me signing for it and then could not tell me who signed for it. I would have had much less aggravation if I had done it myself.