Gillian McIntosh sent a message to Ross McEwan that said:
Dear Mr McEwan,
I write to commend your Portobello, Edinburgh branch. The staff are knowledgeable, professional but, most of all, friendly and go that extra mile for their customers.
My mother is 94 and gets a bit confused at times. The staff are always so kind and patient with her. I recently had the pleasure of meeting with Elaine O'Connor and manager, Barry who were able to help mum with a discrepancy in her account.
Very best wishes,
Gillian McIntosh
