PAXboy - my own experience was paying up front for an appointment, and then at the time of the appointment and logging onto the vendor's website, seeing a message to say that my appointment had been changed to 2 hours earlier and since I had clearly missed the appointment I had therefore forfeited the money. No email, no phonecall in advance. Email complaints (i.e. with an audit trail), even with threats to the General Medical Council or Care & Quality Commission (go ask your GP and see how they react when "complaint to the GMC / CQC" is mentioned) were just meant with stonewalling. I am fortunate in that Mrs Johnson is a solicitor and knows how to litigate through the courts
I strongly support Sajid Javid in requesting this enquiry from the CMA