I have just written an e-mail to the chain involved (after calling to find out the correct e-mail address). I will update you when I receive a response.

Thanks caro & Conniff. I just spoke to a nice bloke from HMRC who said that there isn't a guidance as to a fair administration fee. The administration fee is for the 3rd party, in this case Tax Free Worldwide. However I do not have to use TFW, the store could have let me post the forms to them and they can take care of the refund. The TFW service is meant to just make it easier, as HMRC will only send the envelope on if it is pre-paid. Had I known this I would have prepared a pre-paid envelope for HMRC to send on. I am now going to contact the chain directly before naming & shaming them. (It is called a Form 407. The admin fee is a charge for the external company.)

Hi, I was wondering if anybody knows what the legal amount of admin fees can be taken for a VAT refund - and the law or directive that deals with it? I was recently visiting the UK and shopped in 2 stores. One takes a 5 GBP admin fee, and the other a 40% admin fee (in this case 25.63 GBP). I have previously used other stores and the maximum I have been charged was 10 GBP. I think 40% is a complete rip-off. (Before anybody suggests I don't use this store again, they are one of the only retailers, and the only accessible one near to where I stay with the products I want.) Thanks!

Unfortunately who the refund is processed by depends on who the store uses.

Thanks! That's what I need to comply. And actually at the time of writing I had technically complied. I had written to all addresses I had for them - e-mail and fax - which is an acceptable form of service. However I will also post.

I have sent them several pieces of correspondence via e-mail and all online methods without success. I don't have a service address to send them a final letter before legal action. If I had such an address then I could comply with the pre-action protocol. I have however detailed my claim by fax and e-mail.

Hi, I am trying to find the legal name for Air France in the UK and their service address for a claim form. Anybody have any clue? Thanks!