complaint -advise please

leaannep85

I wondering if anybody can help me please. i went on holiday this year to turkey with a certain holiday company and it was not as described in the brochure. i complained to the rep in the hotel, then when i got home complained to customer relations including pics and a hospital report as my daughter was ill and needed to be seen when home due to food poisoning. as their terms and conditions state i did this within 28 days.

i recieved a reply within 28 days saying they were looking into it then recieved a response a few weeks later with £330 compensation. i declined this as the letter they sent with it used their terms and conditions and brochure to fob most of it and ignored the bits that were missing that were included in brochure but was not in the hotel.

i sent them a reply back this week and recieved a phone call saying they had recieved it andit is now wth their legal team. now is this a good thing or a bad thing? do their legal team now have 28 days to resond to the letter now its been confirmed they recieved my letter? thanks in advance

leaannep85

Red_Shoes_No_Knickers wrote: »

Well lovey, you need to tell us what the problem was before we can help!

which problem? do u want to know what my complaint was? i was asking in this post if its good or bad the complaint has been passed over to the legal team (from customer relations) and if they have 28 days to respond like the terms and conditions state and like customer relations has kept to or is it a different ball game now the legal dept is involved and they dont need to give a timescale?

jillie1974

yes it is a good thing. it means your complaint is being looked at more serioulsy and possibly that there have been several other complaints bout the hotel too. serious enough for the legal team to step in

leaannep85

jillie1974 wrote: »

yes it is a good thing. it means your complaint is being looked at more serioulsy and possibly that there have been several other complaints bout the hotel too. serious enough for the legal team to step in

thank you. do they have 28 days to respond? xx

spheric

This looks like its going relatively well...

You've sent a complaint in, citing several different grievances. They've made a compensation offer, based on them accepting the legitimacy of some of the grievances.

You've said that the offer is too low, and that they should come back with an offer based on all (or more) of the grievances.

They've said they'll pass it up the food chain, and that they'll get back to you.

When they do, they might offer you a bigger sum because they think that they're (legally) in the wrong, and likely to lose if it ever ended up in court. They might come back and say "£330 is all you're getting, take it or leave it" - with the "leave it" option being take them to court. I suppose they could even decide to say "so sue us", removing the decision from you.

We can help you decide whether to take an offer when it comes in, if you give us the full details. Until then, I wouldn't worry too much: they're actually looking at your complaint, and it looks like they think that they're in the wrong for at least part of it.