My letter says one thing, they say another...

xxxpinkladyxxx

A while back, I won a trip to Champneys through Pru Health. It took them absolutely ages to send the confirmation letter through to me but I eventually got it (dated 9 September 2009). It gives all the details of the prize I won and it says that the offer must be redeemed by "3 August 2010". So I called them on 9 March and was told that the voucher expired 3 months after it was issued (i.e. 8 December). I said that my letter says 3 August 2010 but she wasn't particularly helpful and didn't particularly know what she was talking about either so I decided to email them instead.

So I emailed them and they are now telling me that the voucher expired 6 months after it was issued, i.e. 8 March, the day before I called to claim it.

I only have their word for it that this was the expiry date because I have it in writing that it expires on 3 August 2010. Do they legally have to issue my voucher to me because their letter is wrong or is it up to them? I don't really know what step to take next as they say that my voucher has expired and that is their final decision.

Dick_Van_Dyke

Do they maybe mean you had to book within 6 months for before 3rd august 2010?

bcl999

I would contact Pru and complain to them. See what they reply first but if they won't sort it out with Champneys for you, then tell them you are going to take the same treatment (or whatever it was) and pursue them for the cost.

Judith_W

Its not clear from your post whether the confirmation letter detailing the expiry date is from Pru or Champneys. Contact by letter whoever sent it saying you have tried to redeem and apparently the prize has expired, inc a copy of the confirmation. If it is Pru who send the confirmation letter, request a letter from Champneys confirming that they are not honouring the prize and include in your complaint

xxxpinkladyxxx

Sorry, the confirmation letter is from Pru. It gives details of the prize on there, including the offer, the details of what I've actually won, the redemption (which says to call Pru Health to reeem voucher) and then it gives the "Expiry Date" and it says "Your offer must be redeemed by 3 August 2010". I've emailed Pru and they said "We are unable to change the validity date to 3 August 2010. I am sorry that we are unable to provide a more favorable response to your inquiry. However, this remains our final decision."

pulliptears

can you scan the letter and send them a copy?

xxxpinkladyxxx

Already done that. They are admitting it was an error but won't go back on it. They say the voucher expired and they aren't going to do anything about it basically. So it's their fault which they are admitting because they have no choice but they won't extend the voucher to the date it says on the letter.

pinkshoes

When did the letter actually arrive with confirmation you'd won?

Have you written to Pru headquarters stating what's happened? Given THEY made the mistake, then THEY should rectify the mistake!

elsien

There are some addresses on VelvetGloves comping guide that might be worth getting on to. It's generally about when prizes don't show up, but it might be worth getting hold of them to see where you stand.
Or alternatively, write to the pru mentioning this lot, and see if it puts a bomb under them. Worked for me with a missing prize.

"The Institute of Sales Promotions [EMAIL="complaints@isp.org.uk"]complaints@isp.org.uk[/EMAIL] lay down the guidelines which comp organisors must follow. MSE Compers have reported that they are very good at investigating dodgy comps & missing prizes with one chap in particular [EMAIL="edwinm@isp.org.uk"]Edwin Mutton[/EMAIL], being an absolute star.

The Advertising Standards Authority have an online complaints form. "