Hi, This one is a little different. In a nut shell. I bought a knowhow service 'Fix and Fault' for my desktop. Whilst in store employee stole items from the desktop and gave back to me saying 'irreparable' Sold me a memory stick and downloaded items from hard drive. I then put my desktop through to my insurance company to make a claim. Insurance company contests my claim as internal damage was 'malicious' and have verified missing items from desktop and damage with an engineers report. I've complained to PC world (this was difficult to say the least!) and supplied with evidence etc. PC have offered an amount compensation due to the theft and no provision of service bought (desktop was not sent externally for repair by employee). I believe the amount offered does not cover my outlay sufficiently (I have evidence this with PC World and actual financial cost to me is lower than what has been offered) nor my humiliation with my insurance company etc, so I have very politely requested a revision of their offer. I gave 14 days on 08/01/2014, received an automated response 09/01/2014 and a personally written response 20/01/201 acknowledging my email and forwarding onto the compliant handler. To date I've had no further response from PC world complaints department. This complaint dates back to Oct 2013. How do I progress from here? Should I send a deadlock letter or simply proceed to small claims, do I warn of my intention to go to small claims, or should I seek legal advice from a solicitor? Any help would be gratefully received , many thanks Hazel