An ECC client journey: Ayrshire couple Douglas and Linda’s timeshare claim experience (£10,000 award)

Douglas and Linda Mackay are smart, funny and instantly likeable. Like many timeshare owners, they enjoyed years of great holidays and good facilities.

"Let's be clear," says Douglas, a retired police officer. "We actually enjoyed timeshare ownership. Great access, great facilities, at the dates we wanted. What happened was the maintenance fees started to creep up."

Douglas and Linda also began to worry about the contract being in perpetuity, and what that could mean for their family. "It felt like we would be leaving them a financial burden, rather than something that might be welcomed," explains Linda.

When they approached European Consumer Claims (ECC) for support, both Douglas and Linda admit they were sceptical at first. However, after meeting an ECC consultant in Stirling, they felt confident enough to proceed. "I work with people," says Linda, a former nurse and therapist. "And I felt she was genuine."

Douglas wanted more than a gut feeling, so he asked the family solicitor to check ECC before committing any of their hard-earned money. "It took a couple of weeks and she came back and said 'it looks above board and it looks like they are doing what it says on the tin.' So we calmed down and we thought, right: let's see how this goes." The couple decided to move forward with ECC, pursuing a claim against Infiniti Leisure.

As time passed, the Mackays began to wonder whether they would ever receive the payment they had been awarded. Timeshare resorts often try to avoid paying compensation ordered by judges. Then, in April 2022, ECC contacted them with the news that their money was ready.

"Neither of us thought we would get any money back," admits Douglas. "What we would have been happy with (and it doesn't mean you can have the money back) was if we had just got out of the contract.... I didn't expect any money, and to get as much as that was just.... wow."

"When Douglas came in and said 'we've got ten thousand....' I was absolutely delighted," says Linda. "I apologised to him actually (for doubting him)," she adds, laughing.

Douglas had been using the M1 Legal client portal, while Linda hadn’t, so he had a clearer view of how their case was progressing. "I was being updated on a regular basis about our case moving forward," he confirms.

The Mackays plan to put the money towards a dream holiday in America. They want to hire a van and drive down the West Coast. They previously tackled the world-famous Route 66, but this next trip promises to be a costly one. This payment will help make that long-planned adventure possible.

So what advice would Douglas and Linda give other timeshare owners considering ECC for a compensation claim or help with relinquishment?

"Don't be afraid," says Douglas. "Trust you and your team to do what you say you'll do. Because that's what you've done for us."

For a confidential chat about your options for timeshare relinquishment or compensation claims, contact the team at Timeshare Advice Centre.