Dear Mrs Dixon,

RE: Clik2complaints

I have recently received a right of reply letter from clik2complaints regarding your son’s Vans shoes and have had the chance to review your comments on the website. The decision Vans reached on 09.10.02 regarding the shoes was based on the state the shoes were in when they arrived in our returns dept. For now Vans still stands by this decision.

However, you do have further options. The Footwear Code of Practice states that you may send the shoes to the Footwear Examination Centre for an independent assessment. They will make a full assessment of the shoe and determine what course of action should be taken. As the Footwear Examination Centre is a part of the Office of Fair Trading, Vans will abide by any decision that they make.

I have found out your nearest office and the details are below. They will be able to inform you of the process of sending the shoes to the Footwear Examination Centre and your consumer rights in this situation. The address is:

Hertfordshire County Council
Address 45 Grosvenor RoadSt AlbansHertfordshireAL1 3AW
Contact Tel 01438 737300
Web http://www.hertsdirect.org/

I hope this information is of some assistance. If you have any questions my number is 0208 XXX XXXX.

Regards

James Petrie
UK Customer Service

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