Formal Complaint
Formal Complaint – Wrong advice, unfair charges & failure to refund
To the Customer Service / Management Team,
I am writing to formally complain about the terrible service I received when I requested an engineer to inspect my sugar cane machine on [add date if you have it].
Your engineer came out, checked the machine, and told me it was broken and needed major work or replacement. I was charged over £216 just for the call-out, based entirely on this advice.
I did not agree with what I was told, so I got a second opinion from another professional. They checked the exact same machine and found there was nothing wrong with it at all — all it needed was a single piece of wire changed, a very small and cheap fix. Your engineer gave me completely wrong information, and charged me a huge amount for it.
I have been trying to get this £200 back from you for almost a month now, but all I get is the run-around.
- I have spoken to your receptionist 5 or 6 times and got nowhere.
- I finally spoke to a man called Chris once; he asked for my bank details to process the refund, I gave them to him straight away, and I never heard anything back from him after that.
- Every time I phone back to follow up, I’m told “Chris is not in the office” — it feels like he is never there, or you are just making excuses to avoid me.
This is not acceptable. Your company gives false advice just to take people’s money, and then hides when it’s time to pay it back. It is clear you are a dodgy company that misleads customers and strips them off their cash.
I am giving you 7 days from today to refund me the full £216 into my bank account. If I do not receive my money by then:
- I will refer my case straight to the Financial Ombudsman Service
- I will post my full experience all over social media, Google reviews and every platform possible, warning everyone exactly how your company operates — giving wrong advice, overcharging, and refusing to sort out your mistakes.
I expect my full refund and a proper apology immediately.
