[Margaret Pilkington]

You really need to take up your complaint with Rigby's.

They cannot do anything if they do not know you are unhappy with the service they provided.
Telling the driver on the day is not enough. You need to put down, in writing the issues you have. Do it calmly(and I know that isn't easy when you have been let down) do it politely(again not easy), be factual.
Most companies, in the current economic climate, will not be happy to have a customer who feels so let down. It just does not make good business sense for them to ignore your complaint.........every dissatisfied customer will tell something in the region of twenty people of their unhappiness with a service.
You have just told all of the world.......you need to give them the chance to put the situation right....then if that doesn't work tell them you are going to seek legal advice.
I hope you can just see your way to trying to get in touch with them. You may be surprised. I wish you well with it.