[Margaret Pilkington]

Yes, I accept that dam, but you should give them an opportunity to make it right.....I know it doesn't make it right for the occasion that you needed the coach for. You need to let them know of the great inconvenience caused and the disappointment created....that a day for disabled children was, in effect, spoilt. Tell them this. Make them feel guilty
Let them come up with some recompense for you. If they fail to do this then you are right in taking your custom elswhere. Can I recommend Robinson's Great Harwood in future(I have no connection with either firm.)

I spent a long time in my career dealing with complaints......and would say to you, in most cases the firm will be more than happy to try and keep your custom.