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Hi from past experience with all consumer rights is to send a recorded letter to the head office outlining your complaints and attach pictures if poss always keep a copy and always send recorded delivery, meanwhile contact your local trading standards which if you contact your main council they will put you through, they will log your complaint and may be able to tell you if they have had previous problems with this company if you get no joy from your letter you can apply to a small claims court to get your money back but this can be costly, the secret is to never part with all your money until 100% satisfied easy in hindsight i know and you wont be the first but if a company is any good they wont ask for all money up front if any. if it is a big company they may be more inclined to resolve so as not to risk their reputation but ther are sites you can put there names on and shame (may be worth putting that in your 2nd letter)hope this helps
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