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Churnet Valley Delays Refunds

Churnet Valley Railway - According to a report by StokeonTrentLive, angry customers have called in trading standards after waiting weeks for their tourist attraction refunds. They have alerted Staffordshire County Council after so far failing to get their money back from the Churnet Valley Railway. It follows the cancellation of last year's Santa and Steam Adventure events due to the ongoing coronavirus pandemic. Some customers say they are owed at least £150. Ashley Baker said: "They owe us £130. We have been waiting since the start of December." Joanne Lewis said: "I am still waiting for my refund. At the end of the day people are entitled to their money back." Abbie Hughes added: "We have been told they are waiting for refunds themselves but that isn't our fault. They can't even give us a date yet to get the refund. Meanwhile, some of us are owed at least £150." Apparently, Churnet Valley Railway has not provided a statement to StokeonTrentLive, but it has previously told customers that refunds would be processed from January 18. A further message to customers states: "The board of directors are working to secure some remaining refunds from our suppliers. This has turned into a bigger task than anticipated and is not assisted by the current lockdown and the tendency for many businesses to work from home and furlough staff. We can only apologise wholeheartedly for this and please be assured that we are doing our utmost to resolve this." Trading Standards is advising affected customers to call the Citizen's Advice consumer services helpline on 08082 231133. Councillor Victoria Wilson, Staffordshire County Council's cabinet member for communities, said: “Trading Standards is unable to get involved in individual disputes for consumers. If people are having difficulties receiving refunds from event organisers, the first point of contact is the helpline. This service provides free confidential and impartial advice on consumer issues and will assist with individual disputes."

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