How long to wait receive a reply from a complaints letter

Middy

I wrote a letter to the coach tour company my friend and I went with earlier this month. I sent off the letter 16th May. Do they have to respond within a certain amount of days?

The complaints were regarding the coach - stated in the brochure that all seats reclined and had foot rests. Found a good third didn't boast any of these. Then one of the fees we paid for was £2 more than the listed price on the leaflet and website when the cost of the tour included the cost of the travel to the place. Finally we should had a choice of doing the tour in question as the weather was horrible and couldn't see 4ft in front of you. Could have spent time in the town.

somethingcorporate

Did you sent the letter recorded so you have proof of delivery etc?

Who did you write to? What resolution did you propose?

I would expect a maximum of a month to be a reasonable amount of time to repond to written correspondence.

wealdroam

I guess you didn't set a time limit when you sent the letter.
If that is the case then they can take as long as they like... they don't even have to reply at all.

Frankly, I don't think you have much to complain about.

• If the seat you were using reclined and had foot rests, why does it matter what the other seats did or did not do?
• One of the fees was £2 more than it should've been.
  Have you checked the brochure for a phrase something like "we have no control over fees that outside organisations charge".
• You should've had a choice in doing a tour in bad weather. Surely you did have a choice, or were you forcibly dragged onto the coach. Did you ask if you could stay in town instead of going on the tour?
  Look at it another way... if they had decided not to run the tour because of bad weather, ask your self whether anyone would've complained about that.

What do you expect from the operator in response to your letter?

Middy

We did ask could we have time in the town instead of the attraction. We were refused.

When a brochure states all seats to have features, it means that everyone should have them - not two thirds.

On the leaflet and website to the attraction, there is a statement on the bottom of the prices 'concessions for groups' that means cheaper rates, not more. There were 44 of us.

What I want from the coach company is make their wording correctly, explain the over charge and why weren't allowed to visit the town and forced to pay £14 to see sod all.

halibut2209

So what actually affected you? What did YOU not get which was promised? What other people do is irrelevant. If they want to charge more for groups they can do that. If you had a footrest and reclining feature then what anyone else had is also irrelevant.

arcon5

Wasn't the prices confirmed before the event?