From the 'other side of the coin': Thornbury contacted me about a couple of invoices I hadn't paid a supplier. Their letters were very direct and to the point - understandably - but clearly composed with forethought. The follow-up 'action' was nothing like I'd imagined it would be. In my several telephone conversations with their office, Tom (and others) always remained very courteous and professional, and made no assumptions about the situation. They listened to my grievances about the quality of goods and service, I had received from the supplier. They faithfully reported them back, to the supplier. As time went on, it seemed the matter might end up in litigation, as neither I nor the supplier could reach agreement. Thornbury suggested a mediation meeting - which went ahead under the stewardship of Peter Hopkins, on neutral territory. He made it clear from the outset that he was not 'taking sides' with either party, and with great skill, went on to conduct a very professional and productive meeting. The end result, was that what had previously seemed like irreconcilable differences, were in fact resolved to the satisfaction of both myself and the supplier. This would have been a good enough result, on its own. What was exceptional, was Peter's lateral approach, making it possible for 'an unstoppable force to meet an immovable object' - and persuading us BOTH to change our mindsets. We not only resolved the issue of the invoices - which I later paid in full, in return for some of the goods being exchanged - we re-evaluated our previous trading relationship, admitted fault on both sides - and effectively, wiped the slate clean and agreed to start again. Neither of us has looked back since - and that really wouldn't have seemed a possible outcome, twelve-months ago, when the dispute was at its height. Sincerely, a first class service, from Tom, Peter and Thornbury Collections in general.