Dear Big Finish Listeners,

 Over the past 18 months, Big Finish has undergone a transformational change. We have introduced several new systems which control the essential business functions of Big Finish. These systems, which include stock control, dispatch and shipping tracking, payment gateways and accounting, email and customer service tools, replaced older software that had reached the end of its life. They were vital upgrades, needed to ensure that we could continue to fulfil orders to our customers, and all the new "behind the scenes" systems have been tested for many months and are working seamlessly. The final action of this transformation was the rolling out of our new "shop front", the Big Finish website and app. Unfortunately, it is very clear that here a number of mistakes have been made.

In particular, the migration of customer data has not gone as planned, and the browsing experience of the website and app is proving to be a frustration. I sincerely apologise to everyone who has encountered difficulties accessing their purchase library since the relaunch, or who feels let down by how we have managed the process. I know from seeing the many messages coming in via email and social media that these updates are a cause of worry and concern to many listeners. I would like to reassure each and every customer that no purchases will be lost, all the data is safe, and we are committed to improve the functionality, accessibility and reliability of the website, whatever it takes.

If you haven't yet had a chance to do so, I would urge you to read the new "How tos" page which explains how to reset your password and update address information the first time you visit the site. We could not carry across any of these details in the upgrade due to the requirements of data protection law. It is not possible to browse your purchased items or order new releases without completing these steps. The team will keep updating the "Work in progress" page with known issues and our timetable for improvements. As you might imagine, the Big Finish customer service team is currently inundated with messages, but they will do their best to answer all queries. I thank you in advance for your patience, understanding and loyalty, and for sticking with us during this difficult period.

Finally, please let me just restate how deeply sorry I am for the inconvenience so many of our loyal listeners are experiencing at the moment. I completely recognise the very valid frustrations being expressed and I hope that you can bear with us as we try our utmost to find the best solution to bring you the best website and app experience at Big Finish.

Yours sincerely

Jason Haigh-Ellery