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Find My Past took my subs then completely changed the way their service works


beccysmum
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Hello

 

I've been a long running subscriber to Find My Past (UK site)

which provides access to genealogical records to enable you to research family history.

 

On 20.3.14 my subscription was due for renewal so I paid for another year (£116.55), and had no issues.

 

However on 1st April 2014 FMP unveiled a replacement site which is completely different to that I signed up for.

 

Many thousands of records are missing or impossible to find (things that were there before are no longer found).

 

I have asked for a refund and they have refused as their terms and conditions

only permit a refund in the first 7 days of a contract (the cooling off period).

 

However I want a refund because their service is no longer fit for purpose.

 

I'm not the only one

- there are thousands of complaints on the internet now about this issue,

from other country sites as well as the UK.

 

FMP have given me a 2 month extension which I told them I didn't want

(I specifically rejected their offer) as I don't think they are anywhere near getting

this new site to anywhere near the standard it should be at.

 

They had a thread on their own feedback forum which had 2335 comments complaining about the issues,

and they deleted the whole thread last week, but some enterprising customers

kept copies of the whole thread so it is still available.

 

They have refunded some people, but not everyone. What should my next step be?

 

thanks for any help!

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Hi

I suggest a formal complaint to their head office.

 

Direct it to:

 

MRS ANNELISE VAN DEN BELT

 

DC THOMSON FAMILY HISTORY

THE GLEBE 6 CHAPEL PLACE

RIVINGTON STREET

LONDON

EC2A 3DQ

 

The basis of your complaint is that you agreed to existing terms and conditions which were changed which you believe were to your detriment and as such does not fulfill the requirements you signed up to.

 

Hopefully that should be enough but I have to say that some companies put profit before customer service.

If you are asked to deal with any matter via private message, PLEASE report it.

Everything I say is opinion only. If you are unsure on any comment made, you should see a qualified solicitor

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