I am shocked.
I do not know what to say.
They are ignoring FACTS such as the customer asking to keep the service going after May.
They are considering and acting on matters that post date the date of the claim itself so cannot be part of the complaint that is being considered.
They are refusing to provide the details actually sent by the claimant.
They are insisting on a £500 "good will" payment.
It makes no sense. It is wrong. Simple as that.
I have asked what they do to enforce this - if it involves going in front of a real court and considering this case.
We took longer than anyone expected to install a service for a customer, but met the deadline they asked for, having not guaranteed a delivery date.
The ombudsman AGREE we are NOT in breach of contract - that ALONE is reason to dismiss this case.
Oh, and they don't like me putting this on a public forum!