If you have sent a query to them, you might miss their reply....
Their email "from" reply is from "Douglasdale ltd" then has "case update" as the subject line
As I have never heard of Douglasdale, I assumed it was a spam/scam mail and deleted it without opening it and I assume many others would too.
It's not difficult to have the email "from" name to match the trading name that people recognise, especially as it took 10 days to reply!
Then to give me a reply they request certain information - but I had provided all the information they are asking for in the query, so looks like they didn't actually read the query.
Really doesn't inspire confidence. Might be best to wait until they prove themselves.