Refusal to take financial responsibility for damage during repair

saajan_12

pjam101 said:

I'm not really worried about the repair bill, we were fine to pay it, but I am angry about the loss of a very expensive appliance due to damage from the tradesman..

Indeed, and even if you were entitled to a free repair (with the caveats eskbanker mentions), once you contracted for a paid repair, you can't inherently undo that. 

The priority should just be getting the tradesman's damage fixed or compensated. 

pjam101

I said I would update, 

It turns out that despite making clear more than once it was a complaint and what we wanted to redress it, customer services did not forward any of this this to the complaints team until another email was sent entitled 'FORMAL COMPLAINT' and starting 

This is a FORMAL COMPLAINT about what has happened,.....
followed by the case number with the Citizens Advice Bureau Scotland and an assurance we would pursue it through the Sheriff court if not resolved. 

Within 24 hours of that, the Complaints Team responded and delivery and installation (and removal) of a replacement fridge-freezer (and compensation for wasted food) with removal of the damaged one has been agreed. Let's hope that goes smoothly!

Thaks All

Pauline