I returned to England from Malta and while on the flight I read Charles Calleja’s letter regarding his malfunctioning mobility scooter. Frankly, I was appalled to read of his treatment by both the supplying dealer and the scooter manufacturers. Having said that, such disappointing standards of customer service are not uncommon in the UK.

My understanding is that goods of unsatisfactory quality should be referred initially to the supplier and as Mr Calleja states the scooter was under warranty then he could reasonably have expected that the problem be addressed more positively.

It is a pity that the name of both the supplying dealership and the manufacturer were not published. I have taken the liberty of sending a copy of his letter to the editor of the local newspaper in Bicester (where the scooter company has a factory), which may be interested in following up this matter – poor publicity will never enhance the reputation of a company based in a small market town! Hopefully, the newspaper, the Bicester Advertiser, will kick someone’s backside.

I wish Mr Calleja well with his pursuit of customer satisfaction.