Delay in refund

Prior to COVID (i.e. March 2020) I had a couples massage for two booked and had pre-paid. Then, obviously with COVID massages were not happening. I was promised a refund by the end of July and I still have yet to receive it.

Reasons given were due to the administrative function being housed in London which was causing delays.

It is not acceptable that the company hold onto a substantial balance of money that is not theirs and for which no service has been given.

Sadly I have been left with a very poor taste in my mouth regarding the entire establishment.

Needless to say I won't be using their services again.