Dear Valued Consumer,

This letter is in response to a series of complaints we have received on behalf of, and by you, regarding your recent experiences with our services, and whilst we aren’t registered as a business, nor do we charge a fee for any services we provide, I feel it necessary to reach out and discuss these matters with you personally.

The primary concern I feel it important to address is how we have not met your requirements in a satisfactory way. On several occasions, we have received direct complaints and have offered compensation for, or reassurances, that our future efforts will be satisfactory, and whilst we have endeavored to continuously improve our product, we appear to have fallen short of these goals.

A comprehensive relationship optimization roadmap is being developed. Regarding this, we have detailed key complaints below, with brief explanations.

Customer Feedback Log - 15th January 2025

Following a complaint regarding your treatment in which we neglected to meet your needs in a satisfactory manner, specifically regarding the spontaneity of a free, spontaneous promotion being thrust upon you at an untimely moment. We apologise profusely for our mishandling of the situation and can only hope to improve on our scheduling in the future.

We also apologise for our attempt to correct this mistake, where you made further complaints that we were “smothering you” and “only cared about ourselves”. Whilst we don’t want to add any more unwanted attention to you or for the issue, we would like to say that we do, in fact, care about you and hope to improve how attentive and responsive we are to your needs.

Customer Feedback Log - 14th January 2025

Several messages were sent from various sources reporting complaints you have made about our appearance at the front-of-house, and general fitness to perform our duties, including some personal grievances regarding the handling of our internal affairs. Whilst we allowed you to see the inner workings of our business at your own request, we were unaware that this would affect your perception of our service and make it harder for us to perform to a standard that meets your, now higher, expectations.

We feel it important to state that our personal communications are confidential and intended solely for the aforementioned consumer. Moving forward, we will attempt to maintain a professional appearance and think it might be more useful for all parties if we avoided any future probing into the internal workings of our services; keep things close to our chest, as it were. Rest assured, we will attempt to fix all the problems that you have already brought up with our local customer base.

Customer Feedback Log - 10th January 2025

According to your own analytics, our past performance is not indicative of current romantic returns. After a period of inactivity, you requested we make more of an effort, giving examples like “We could make kind gestures and offer more promotions in the future.” Our team attempted to offer you promotions, but you had a further request that you didn’t want the promotion there and then but that you would prefer it if we showed some initiative and offered them of our own accord with more spontaneous timing. You also mentioned that you wished we would pay you more attention and that, as a consumer, you felt starved of attention.

We can only apologise for these issues, and hope that we can do better for you in the future. We understand that this is an exclusive arrangement and hope that you retain our services for the future, pending a more formal agreement, though we understand how disappointed in our current performance you must be.

As per our relationship metrics and KPIs, we hope to improve ourselves and better meet your needs in the future.

With Kind Regards

Percy Veer

Head of Consumer Relations

Department of Emotional Resources

Ref: HEART-Q1-2025/003