Valid complaint about the "Life in UK test"?

[gigs]

Not sure if this is a full-on complaint or a nit-pick but I was "early" by 4 minutes before the appointment time, but was 1 minute inside the 5 minute buffer. Appointment was at 10, got there at 9:56 now I'm out nearly £60 (travel+test fee).

 

Searching the entire http://lifeintheuktest.ukba.homeoffice.gov.uk/ website it has no mention of being whithin this 5 minute buffer -before- the scheduled test is necessary or else you cannot take the test. The only thing I can find is:

 

"

If you arrive late for your test, or do not attend for your test, the test fee will not be refunded.

"

 

This information about that 5 minute requirement before appointed time only appears in small print on the invoice/notification emails. I feel this information should be more readily available and at least bolded or emphasized somewhat. When I get confirmation emails I have been conditioned to simply accept them at face value as the real meat and potatoes has been established on the sign up procedure and FAQ. Email text:

 

"

You won't be able to take the test if you arrive less than 5 minutes before the start time. You'll then have to book and pay for another test.

"

 

I think this is really crafty as "human error/assumption" plays a part. I was 4 minutes "early" from the scheduled time. The man asked me what I was at the test center for, put the time 9:56 on a piece of paper and asked me to put my name on it. Then proceeded to tell me I cannot take the test because I needed to be 5 minutes there beforehand.

 

I looked at the complaints procedure and it's a form you fill in and send by post, but it's narrowed down to just about getting a refund. I just want them to make this information available on the website, although a refund would be nice. I was technically late according to their rules but this information which cause me to be there only 4 minutes early was only in the notification/update email which is easily brushed off as "what I already knew scouring all the details in the sign up process and FAQ" so I never really looked properly.

 

When I get notificaiton/invoice email I don't expect it to contain important information that is -not- available on the website. So is this a valid complaint you think?

[citizenkain]

well,the guy that gave you the note is probably an ex easyjet customer service person,theyre good at messing people around,in saying that you probably aint got a leg to stand on as its all in the small print,chalk it down to experience and dont let them get you down.