Reb, Email address worked. GW replied from his phone within an hour. Matter now resolved. Thx for tip. N

Reb, Thanks for the contact info - I will include on dist list of Letter Before Action. Customer Service director is Guy Wheeler - if anyone has his email address I would appreciate it. N

Ordinarily I would agree (and that's why I haven't so far in my various emails etc). It's just anything I can do to get them to see that legal action (which I would still like to avoid) is not an empty threat. Perhaps 'I'll heed your advice - at least it will be a surprise when we get to court!

CB - did you sue in the end? (I'm about to that is why I ask) N

Like others I have a dispute with Kwik-fit. Despite several emails I have received no reply. In my case it is not just the poor standard of service that I received on the day but the complete inadequacy of a response from customer services/management that causes me to warn others away from the company. It appears from general web searches that this is itself not uncommon. I am left with no option but to take legal action. I am loathe to do this as the amount involved is not as great as that for others who have posted here but feel I have no option. I suspect they probably think that my threat of such action is a hollow one given the small amount and hassle involved. I would be most interested to hear from anyone else who has gone down this route. At what point do you think I should tell them that I am a solicitor!