Hi Debbie, I'm very sorry that you have had a bad experience and that you are unhappy with the outcome of your complaint to us. The customer information team will have investigated your complaint, and I am sorry that the outcome doesn't meet your expectation. The team would have recommended arbitration in their correspondence with you, and that is because the scheme is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulation 2015, and it allows you to resolve your dispute without going to court; it's faster, less formal and costs less than instructing solicitors. My apologies again, Shelly.