Lost property and formal complaints

Cococat21

I recently went to a holiday resort in Scotland with family. As soon as I arrived home, I realised I had left my jacket hanging in the wardrobe, with my AirPods in the pocket. I called the day after we arrived home and was told they could not be found which I found really strange. I know the items were together in the wardrobe. I then emailed 1 week later, and was told the items still could not be found but someone would be in touch if they were.

I had been unable to track my AirPods as the signal at the holiday resort is poor and there was no WiFi, but then they suddenly appeared under “find my” 2 weeks later. I contacted the resort again and sent screen shots of the tracking information. They then confirmed that they had found my AirPods but disposed of the jacket as this was out with the 2 weeks lost property policy and they could not match the items to me. I explained my confusion 1) how were they unable to identify my items when I had contacted them twice within the 2 week retention period with clear descriptions of my items. The AirPods also had my name on them 2) why did they have my AirPods but not my jacket since they were in the pocket of the jacket. Someone has handled my items to remove the AirPods 3) they clearly had no intention of contacting me since I had to contact them to get the AirPods back.
I do understand that my items are my responsibility. I have a toddler who is obviously my priority and with the rush of making check out time, I have overlooked my own things.
I have asked the resort how I can make a formal complaint. After answering all my emails, they have now completely ignored me. Surely companies need to give guests the opportunity to make a formal complaint, even if it is not upheld. The jacket was more valuable than my AirPods. I am really disappointed as it seems to me that it had been stolen.
I feel it is the company / guest services who have not fallen the lost property policy.
What should I do as it seems they are now completely ignoring me.

MeteredOut

Small claims court is your next avenue.

molerat

There is no legally enshrined formal complaint avenue with a private non regulated company, the only formal one would likely be if they are members of a trade organisation. The only avenue for recompense is good will or, as above, through the Scottish courts system.

born_again

Only regulated industries have to have a complaints procedure.

A complaint is a complaint, there is nothing formal making a complaint any different.🤦‍♀️

Aylesbury_Duck

Send them a letter telling them you intend to sue them for the current estimated value of the airpods and jacket, unless they return both, or send you the current value of whatever they're unable to send.

Cococat21

https://forums.moneysavingexpert.com/discussion/comment/82027791#Comment_82027791

does the head in the hand emoji imply something here?

Okell

https://forums.moneysavingexpert.com/discussion/comment/82027840#Comment_82027840

I agree.

In England and Wales the OP would send a Letter Before Claim (aka Letter Before Action) and if the resort didn't pay up would issue a court claim via MCOL.

But as the resort is based in Scotland I presume the procedure will be different. (I've seen reference to it on here before but can't remember what it's called) [Edit: it's called Simple Procedure - Simple Procedure | Scottish Courts and Tribunals Service]

The OP might want to post on legal beagles where there is a board dedicated to Scottish legal issues - Scotland - LegalBeagles Forum

fullyrendered

Have you left a negative, but factual, review online? Name and shame can often progress these matters.

Okell

https://forums.moneysavingexpert.com/discussion/comment/82027667#Comment_82027667

In Scotland it's Simple Procedure - Simple Procedure | Scottish Courts and Tribunals Service