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Dear Diamond,
 
Thank you for taking the time to raise your concerns and affording us the opportunity to address the same. It is only through these concerns being brought to our attention that we can identify and address areas that need our urgent attention. 
 
Please be assured that we have launched an enquiry with the relevant department and appreciate your patience while the investigation is underway and shall revert to you as soon as feedback has been received. 
 
Yours sincerely      
The Executive Team