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I am very sorry to read of the above and I imagine what a difficult position it must be. I will certainly try to clarify your options.
May I confirm how you made this payment please?
I am sorry that I missed your request for a phone call which I note has been picked up by one of my colleagues and I trust by now you have had a productive conversation with them. In the assumption that you have, though you will have discussed the matter in more detail on the phone, by way of summary, if you have not yet received a refund of the deposit for a service which was not in practice carried out, then you would, if you are not able to achieve settlement amicably, be able to issue proceedings in the County Court together with costs and interest at a rate of 8% under section 69 of the County courts act.
The simplest way to issue proceedings would be online where you can add the above costs and interest to the claim: