#Thanks for the advice

It has been a frustrating process but eventually had to go down the ' seven days or small claims' route addressed to vitorio caleo chief executive at newbury.

After over 55 emails and phone calls this had an effect in just two days.

A very polite lady told me that she had sorted it and it was just the simple problem that I had described but they had not listened to!

all was sorted with immediate effect and some compensation.

Thankyou all for your helpful posts

So my advice would now always be -- Aim for the top!