Step 1 - communicate with them, and keep record. Ask for the guy name, and record your email, callls and texts communciation.
Step 2 - give them at least 14 days to refund. Continue to call/email and let them tell you to wait for another 3-5 days. When the date due, call and email again. Keep record.
Step 3 - send them a letter -with this feature-
3.1 send by recorded delivery
3.2 dates
3.3 proof of purchase - bank statement, email etc.
3.4 record of communication with them
3.5 record of what they said they would do
3.6 what you want - want your money back £xxx amount of the refund money as promised
3.7 give them 7 working days to respond
3.8 Tell them, you will report to Trading Standard after that 7 days.
3.9 if they keep quiet or money is not back into your account - report to Trading Standard
step 4 - go to the nearest A1 National Van Hire branch and ask them for the refund money. Ask the manager to call himself to the HQ. Show them proof of purchase, and ask for the money to be refund now. (do this after 4-5 working days after which you send the recorded delivery letter.
You get your money back. £xxx
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