After trying every option to convince me to take a voucher TUI eventually reluctantly agreed to refund me, within 28 days. 32 days later no refund, after a good hour on the phone the agent advised that they couldn't do anything, it was 'with accounts'. I was told to write and complain, which i did, and got an auto response that they will review my complaint within 28 days. My holiday would be more or less over by now, the contract was not fulfilled, I should have my refund and i don't - not acceptable from TUI. I had hoped this would be a simple process, sadly it look like i'll need to take it further.