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Can anyone help?

I rang Hewitt centre to ask how i go about getting a copy of notes so we can change to Care Manchester. They told me what to do, we did it and 2 weeks later someone from the legal department has written to us saying i have followed the wrong procedure. We have been told that we might get an appointment the week before Christmas at new clinic but need notes, which means i need to get hold of them this week. Has anyone else had a problem with this? I am worried this is going to delay the start of our next treatment  :(
 
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