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I hope I have answered your question. Let me know if anything requires clarification. In the meantime if you could either leave a star rating, or reply “yes”, I would be very grateful.
I understand and it sounds awful, the way they have dealt with the matter is appalling. I can't say why TUI are not corresponding with you, like I say they may be expecting a solicitor's letter to them. Or their legal team have told them not to speak to you for some reason.
It's encouraging that they have sent you a letter - perhaps ask them to email it to you. If you'd like to come back here then not a problem, I will be available.