What went wrong, firstly we won a court action agaist Hays Travel Dundee located in the City Square, we won as the judge intimated if they did not talk to us he would be inclined to implement criminal charges against this franchise agency as it seems that Hays operates a franchise regime just like McDonalds. In our caseJohn Stewart Ltd, which has one main director from Hays(Sunderland) as director of the franchise. In our case we were checking out prices for a holiday in Corfu as we had a hotel and flight sorted, but thought we would make a comparison check our call lasted 2minutes and ten seconds, phone records confirm this. This call resulted in a receipt for £2,300 + two hours later., extracted from our debit card noting we were told our credit card had been declined (as a lawyer I am aware of S75). We attempted to get a refund locally within hours, rejected on the basis of company policy(illegal policy refer to Missrepresentation Act and Unfair contract Act s7). It seems Hays Travel Sunderland's policy is to retain any and all payments even when the hotel allows refunds up to seven days before arrival!!!!! Not in our case. In addittion the agent claimed we had called back to confirm all the details, not according to our phone records produced in court. For the record the Court reference is DUN-SG1149-22, it took us over a year to get restitution in a Scottish Court. Hays Sunderland is operating a franchise operation their Customer Services will not entertain complaints against the franchise operation, believe me tried , we were advised to contact the regional manager there is no regional manager, there is no help from Sunderland and finally we were an existing customer!!!!! make your own mind up we have!