STRAIGHT TO THE POINT

MY £450 washing machine broke down two years and five months after I bought it from John Lewis. An engineer came to look at it and said it was unrepairable. I was then refused a refund because the machine was outside of its two-year guarantee. How is this fair when the appliance didn’t get close to its life expectancy?

S.W., by email.

JOhN LeWis says it needed to inspect the washing machine itself to verify the fault and what caused it. it would have also accepted a report from the engineer. You don’t have a report and you don’t have the washing machine any more, but John Lewis has offered you £200 as a gesture of goodwill, which you’ve accepted. HOW many online entertainment streaming services offer subtitles and audio description? My husband is blind and I have a hearing impairment.

A.C., by email. amazON Prime, Netflix and Britbox all offer subtitles. Just Netflix and amazon Prime have audio description available on a good selection of programmes and films. IN AUGUST, I received a letter from NatWest asking me to verify information regarding the joint account I hold with my daughter. But in branch I was asked questions about my son-in-law’s financial affairs, of which I have no knowledge. NatWest then alleged a large sum of money had been transferred to my account — which was untrue. This has caused no end of distress.

M.D., by email.

NaTWesT says you were mistakenly sent a letter meant for your daughter about her own account. NatWest assures me this was a one-off human error. it has apologised and has offered you £100 compensation. You refused, believing you should receive £1,000. The bank says this is not feasible but that the £100 is still on the table.