How to get fair compensation
This Summer, our family went on holiday to Cape Verde. All was good except the driver of the TUI coach threw one of our suitcases down so hard on the ground that it damaged the wheel, making the case unusable. Here’s how I got the complaint resolved!
I messaged TUI whilst on holiday. They said I could get another case which they would refund. However, this was not possible given where we were staying. I also wanted to be sure of having two cases the same.
Once home, I took photos of the damaged suitcase and emailed TUI to say I expected redress.
These suitcases weren’t new by any stretch of the imagination. But I did expect redress to cover the cost of two cases.
I was offered £100 or £150 in vouchers. I really hate this, when companies try and get away with tempting you with more that costs them less, with a risk that you’ll never use it.
I contacted the TUI CEO using the email address from ceoemail.com and explained that the suitcases were Antler and that the offer did not cover the cost of like-for-like and that vouchers were not acceptable. I asked the CEO to provide a more appropriate amount with which I could replace the suitcases.
I received £200.
You do not have to accept the first offer a company gives. If they say it is their final offer then you don’t really have anywhere to go, unless you wish to try the Small Claims Court or an Alternative Dispute Resolution provider, if the company is a member of one.
However, if you do not think their first offer is enough, then write back. Follow the Top 20 Tips and write to the CEO if you haven’t already, forwarding the correspondence.
Look through your email/letter and see if there is anything they haven’t addressed fully. Thank them for their offer and say that you don’t think it reflects the issues. So this may be the inconvenience, stress, the cost of the item or service etc. Explain that you would like them to review the matter and provide a “…more appropriate offer that reflects…”
If they have addressed all your issues it is slightly more difficult but not impossible. For example, you can still say that the offer does not reflect the severity of the issue, pull out a couple of points that are of particular note, too.
You can make the email stronger by threatening legal action.
Go to moneyclaimonline in England and Wales. For Scotland go to scotcourt.gov.uk and Northern Ireland NIDirect.gov.uk
Fill in all the details until “submit”. This should include everything that you are claiming for, plus the court costs which vary according to the amount you are claiming. Add in any out-of-pocket expenses, such as travel costs that you may have incurred or will incur in attending court. Then take a screenshot.
Attach the screenshot, forward the previous correspondence and change the subject line to “email before action”. In the email state that further to the previous correspondence you are not satisfied with the response and will be taking the matter through the small claims court.
Remember that only a minority of people complain and very few of them will go back asking for more! So, it is always worth doing if you feel the offer is unfair.
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Further help with complaining for consumers
Top 20 Tips How to complain effectively.
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101 Habits of an Effective Complainer to help you become more skilled and assertive when making complaints
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