I have been in touch with Cordon Brown of Cromwell Models reference all of the negative comments on his customer service and reliability and questioned has anything changed? Well it would appear that steps have been taken to remedy the issues of which he is accused, and here are the answers I got in reply to my question;

I have put a lot more effort into keeping in contact with my customers.
I have put into place PayPal which customers feel more secure with.
All orders outside the UK are sent by International signed for and tracking number supplied.
Orders in the UK are sent by at least recorded delivery.
All of these things I should have had in place years ago.
I have also thanks to the Chinese plastic manufacturers cut back my range in 1/35th scale models, I will continue but the range will be kept to a more manageable number, where as before I always put quality before quantity I'm now able to offer both due to the reduced number of lines. Culling my range is I think one of the most important things I've done as I can now cope better and offer a much better service,
I do not for obvious reasons keep a stock of model kits but I continue to make all kits to order and so a 28 day delivery window is what I aim for or to beat.

Now I am not stupid enough to believe that this will satisfy all of Cromwell Models past customers who feel let down for whatever reason, and due to that Gordon Brown will be monitoring this thread and contacting every customer who feels let down via the PM system and then I hope via E-mail in an attempt to remedy their issue. Because this step is being taken if you make a complaint about the company it should be about you and your interaction with Cromwell Models, and not about how your great aunts dog breeder has a friend whose cousin twice removed knows someone who had a problem.

Some of you will be asking why am I giving Gordon Brown a stage for Cromwell Models? I believe that as his products have not been covered in some time (about 2 years) on Armorama and due to the limited number of vitriolic criticisms in a recent thread it is time this was revisited in a calm manner. The second reason for this is simply that Cromwell Models has a good range of 1/35th scale models and an excellent range of 1/72nd - 1/76th scale models in resin that I belief many will want if things have improved as indicated.