Unfair Process and Deliberately Misleading Clients.

You report an incident and then you are told that you must wait for invoicing which will determine how much you owe...this is after they tell you they need to investigate and determine if you are at fault (which concludes with you being in the wrong).

An incident and claim form are the same thing. Not explained but one is simply told to write and sign.

Your deposit is then withheld for 14 "and sometimes up to 21 working days " until a determination is made.

You ask them to escalate the matter and you are given the run around.