Sorry I've not been on-line for ages, but reading this complaint will probably explain why I've not even wanted to think about my last holiday!

I am avoiding going too public with my complaint because we are in the process of a complaint with the tour op and the hotel.

Basic jist was that we were all inclusive on a large complex, on the 4th evening when on our way out for supper, my mother fell down 4 large concrete stairs outside, landing face first on the floor. She does not drink so there was no reason for it. There was no handrail and the stairs were uneven in height and the top stair where she fell was of a different length from the 14 stairs she had previously gone down.

She was rushed to the dr who sent her to hospital where she stayed overnight. She had a fractured cheekbone and eyesocket, needed 2 stitches above her eye and had very extensive bruising, some of which is still present now. The holiday was officially ruined, she spent the next 10 days confined to bed, attempting on a few occasions to go to the pool but only managing a few minutes at a time on an inflatable and being scared due to the hotel not having an exclusive quiet pool so children jumping in and out of the pool were very hazardous. We were given room service which I chose food from the buffet and the staff brought to our room. No ice machines meant I could not compress my mother's eye and the opening hours at the bar where they served ice were 10am-10pm, I was refused ice and a towel at 9.55am and had to stand there for 5 minutes! We were abandoned in A&E with no 24 hour number for the reps. Luckily, I can speak Spanish so managed to communicate but this was not known to the staff until I expressed this in the ambulance saying I needed to know what was happening.

Anyway, I took photographs of the accident site, sent off copies of the medical reports, took her to the hospital in England to confirm her diagnosis... our tour op have said they have referred us to the legal team. I am just wondering how long it will take from here to reasonably expect an update. Last time I heard from them they said they are chasing it up with the resort, so are they trying to pass blame to the resort (which I guess would be fair enough!) She has had a number of other expenses such as medication, replacement glasses.

I feel the need to add that she is nearly 72 years old. Luckily we had travel insurance, but I also need to ask if our insurance is likely to go up next year.

I need to vent more than anything. We've both been having flashbacks these last few days, and I'd like to be able to tell her that I've told the guys on HT. Is it normal to go straight from customer relations to legal team?