It’s not OK to keep payment

Two days after he was persuaded to buy an extended warranty for his washing machine, Robert Smith changed his mind.

Robert, from Cupar, Fife, paid £195 for the maintenance plan after being called by home appliance repair company It’s OK Limited in June last year.

“I was told that the warranty on my machine had ran out,” Robert said. “But the next day I looked out the paperwork for my washer and checked it.

“I discovered that the old warranty was still fine and I didn’t need a new plan at all.

“I immediately called It’s Ok to cancel because what they had sold me wasn’t required.” Robert said he was assured the plan would be stopped straight away because it was within 14 days of him buying it.

“I was told that I would have to confirm this is in writing so I duly sent them a letter and thought no more about it.” However, as weeks and then months rolled by, Robert had still not received his cash back.

“I contacted the firm by telephone several times, but despite assurances that a refund was on its way, I was never reimbursed.

“It was annoying because it was almost £200 and that is a lot of money to me.”

In frustration, Robert wrote to Raw Deal for help. Good news is that after we contacted It’s OK, he soon received his cash back.

“I got a cheque and a letter of apology for all the inconvenience,” he said. “In a short space of time Raw Deal sorted out a problem that I had been trying to resolve for months but was getting nowhere with.”