Douglas and Linda Mackay are smart, funny and hugely likeable. Like many timeshare owners, they enjoyed years of great holidays — until the costs and long-term commitment began to feel less appealing.
"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 ‘perpetuity’ element of their contract — and the idea that the timeshare could be passed on to their children. "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 were sceptical at first. However, after meeting a 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 look into ECC before spending 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 went ahead with ECC and pursued their claim against Infiniti Leisure.
As time passed, the Mackays started to wonder whether they would ever see their award. Timeshare resorts typically try to avoid paying the compensation judges award against them, and the wait can be unsettling. Then, in April 2022, ECC got in touch with the news they had been hoping for: the 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 with a chuckle.
Douglas had been keeping an eye on progress through the M1 Legal client portal, while Linda hadn’t. That meant Douglas had a clearer picture of how the case was moving forward. "I was being updated on a regular basis about our case moving forward," he confirms.
Now, the couple plan to put the money towards a dream holiday in America. They want to hire a van and drive down the West Coast. After a brilliant Route 66 trip a few years ago, they know this kind of adventure doesn’t come cheap — and the award will help make it possible.
So, what advice would Douglas and Linda give to other timeshare owners considering ECC for a compensation claim or timeshare 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 around timeshare relinquishment or compensation claims, contact the team at Timeshare Advice Centre.
