Anglian Home Improvements

My father is 85 years old, suffered a stroke earlier this year, has regular debilitating UTI's (and was on anti-biotics at the time of the sales visit) and has macular degeneration which has significantly limited his sight. He is unable to use a PC screen or keyboard, a cordless or mobile phone due to his limited vision. He is unable to read regular print and has resources from the RNIB to support him as well as large print statements from the bank and utilities. He is unable to access his garden unaccompanied - the last time he fell and split his head open as could not see an obstacle on the ground. My father received a phonecall from your telesales team in which he was told he had 'won a prize'. He was persuaded to allow a sales representative to call on him on 1 November. He felt she was 'pushy' and 'bullying', making calls to her manager to keep offering alternatives when my father was not agreeing to the contract and he could not get her to leave without him signing a contract. My father asked his carer, to write a letter on his behalf to East Anglia Home Improvements on 3 November (copy attached) and this was posted at Wickham Market post office on 3 November to the Norwich address. I happened to be visiting my father on 14 November and answered a phonecall for him from a sales person asking if the order was indeed cancelled. I knew nothing about it so asked my father who confirmed that, yes, a letter had been sent to cancel it. A letter was received (attached, my handwritten notes on it) dated 6th November to the contrary. I contacted the EAHI office and after being directed to phone the accountant I was then put in contact with sales manager who stated the cooling off period had expired and therefore my father would lose his deposit as allegedly the office had not received my father's letter. Sales manager did not appear to believe the letter had been sent - I could retort that I do not believe the letter was not received. I have sought advice from the Citizens Advice Bureau and Trading Standards have been informed. My complaint then is as follows: I believe my father has been subjected to misleading and aggressive practices by the sales representatives of East Anglia Home Improvements. The sales representative who met my father in his home cannot have failed to notice the vulnerability of my father and clearly this has been taken advantage of. The company misrepresented a 'free quotation visit' to my father, afterwards claiming this was a 'survey' with a cost attached hence the non-return of the deposit. The outcome I am seeking is for my father's deposit to be returned to him as he had, in good faith, sent (via carers) a letter cancelling the contract. I have, in my phonecalls with EAHI staff and in this complaint, remained factual and courteous. However, my personal feeling is that your sales representatives should be thoroughly ashamed of this poor practice particularly with a vulnerable elderly man who is reliant on carers due to ailing health. The lack of moral responsibility in this case is frankly shocking.