I had the same problem the other week. After 40 minutes of waiting (20 of them with only 1 call ahead of me) I gave up and went in there the following day to make an appointment in person. The lady on reception was very apologetic and explained that 2 members of staff had left in the same week and they were really understaffed, with only one person answering the phones. I made an appointment in less than a minute when I went in there, so if it's at all possible for you to go in personally, I would recommend that. Waiting on the phone is just too stressfull and a total waste of time in my opinion. Amanda x