Butlins break cancelled because "we aren't on the electoral roll"

[Butterlins]

Firstly - we are on the electoral roll, always have been, have voted in every general and local election, and can provide proof of being on the electoral roll.

We got a letter from Butlins today - I only picked it up at 6pm because I was working today, so I haven't been able to ring customer services. The letter says (happy to post it on here) that because we aren't on the electoral roll, our break has been cancelled, our money will be refunded, and this decision is final and cannot be reversed. *
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A small amount of googling has shown me that Butlins do this for anyone with an Irish/traveller sounding surname. Surprise surprise, we have a surname common in the travelling community.
There is a number to call to "arrange your refund", and my googling has shown that when others who have received this letter ring to explain actually they are on the E.R and can provide proof of this, Butlins say "tough" and refuse to reverse their decision.

And I can find many many instances of people with "English" sounding names (Bishop, Cooke, Pitt, Patel) who AREN'T on the electoral roll who have never had any problems with booking at all. It seems to be directed only at those with "blacklisted" surnames, even if they are on the ER.

I imagine I'll have a battle on my hands when I ring Butlins tomorrow - anyone help on how to approach this? I'm fuming tbh. Me and DH have both booked time off work, the kids have been so excited.

So glad to see that it's all been sorted - hope they upgrade you to make up for all the grief that you've had beforehand!

I was just coming on to say the other thing to remember is that Butlins are (or were - not sure what the current status is) one of the Mumsnet recommended thingys (can't remember the exact term they use, but they used MN logo on brochure, had sponsored threads with Butlins holidays as prizes, had money off booking codes for MN, etc)

So assuming that MN is somewhere they successfully advertise, pointing out that you are a MN regular and many on a MN thread advised you that they are breaking the law in the way they have treated you, and the fact that the thread will come up in searches on MN and Butlins, might again be another thing they might want to consider is not pissing you off and potentially many other MN readers who will see the thread and decide it's not worth the risk of making a booking themselves...

OP so glad this is sorted. Have you asked MN to review their award? They did some heavy promotions together last year, even gave a free holiday away. I would want assurances from Butlins re this policy before continuing to endorse them.

I’m glad your children won’t be let down, but really, I think I’ll always think “racist” when I think of Butlins now. Incredibly bad system they’ve got to deal with this problem - indefensible really. Like something from the 1950s.

And yeah, MN should absolutely reconsider the endorsement. Ugh.

Butlins replied to my email where I had asked some questions about this policy etc. They said they check every single booking to see if they are registered on the electoral roll, and when I asked if they used the open/closed register/credit searches etc, they said unfortunately they can't disclose this information.

To be honest, I feel very fobbed off by then, and I don't believe them. I can't find a single case reported anywhere where a non Irish family (or those with Irish/traveller names) has been cancelled for not being on the electoral roll, but plenty of cases where Irish names have been cancelled despite being on the electoral roll. They haven't told me what "checks" I managed to fail, as I am on the electoral roll, council tax etc etc and presumably should have been fairly easy to verify, and have been at the same address for my two previous bookings.

I think I will definitely be speaking to the Independent reporter in the morning, maybe Butlins will be more transparent about this policy with him shedding some light on it all, as it definitely is a policy that I can only find used against Irish names.

They said they check every single booking to see if they are registered on the electoral roll

Then I have no idea how my booking two months ago was allowed to stand. I 100% wasn’t on the electoral register when I booked.

They will not be actually using the electoral roll OP they will be bulk uploading names and addresses into software from lexisnexis or callml etc and it will give them a result as to whether the person is verified at that address based on names addresses and possibly dates of birth matching

You can fail for a number of reasons eg booking using middle name as that’s what you use but the forename is different or even a spelling mistake

What they should do is then seek to verify you manually with a council tax bill for example

They have not done that with you - one would hope they didn’t just filter out your surname before they carried out the check in the first place

Even if they do have the electoral roll rule surely that's indirect discrimination

Thanks for posting OP. They've lost our business. If they'd actually checked the electoral roll then fine but they didn't. It's discrimination pure and simple. Just hope those of you saying it's ok never end up lumped in with a persecuted group!

Of they used the electoral roll why is it OK? They can deny a service to someone who doesnt have a fixed address?

Yes, and when they did that they were largely applauded and everyone blamed the couple for their disgraceful behaviour rather than the church for being discriminatory

The church banned all foreign weddings. The rest of the world is hardly an oppressed minority

Not just you shiggle loads of people have said the same thing

Hmm. The secrecy around exactly how you “failed” is because they’re a pack of shameless racist liars, I’d say.

I don't think they can just credit check you without permission. Do a Subject Access Request under the Data Protection Act for every thing they hold know you. It's not onerous at all, just Google it, but you may have to pay £10 for it.

Great result, I knew when I posted earlier about the power of outraged MNers that you'd get your holiday back.

I still don't believe they check everyone whatever they say. They'd lose loads of bookings. I haven't been able to find an exact figure but it seems safe to say that over 5million voters aren't on the ER, do none of them ever book a holiday at Butlins?

And do yiu think it's right even if they do?

Ive never stayed at Butlins and was thinking about trying them out. I’ve decided against this now and will be staying elsewhere due to these revelations. I think my married surname may be an irish traveller name anyway.

I’m glad you got it sorted though op. I hope that they go further to enhance your stay, by way of apology. I hope everyone else with similar issues also gets a better response on the back of this. It’s a shocking way for Butlins to go about this.

I’m happy that your kids get their holiday op

I'm glad you got your holiday reinstated OP but very poor form of Butlins overall.

Kitkat Where does it say OP got her holiday reinstated?!?!

Her earlier post.

Protectingmydaughterfromfilth Erm, on the OP's update on page 14?

I'm with Stealth. I have a really been in my bonnet over this. Obviously from a different standpoint but according to government statistics an estimated 1.9 million people in the UK were victims of domestic abuse last year and at least 12000 are in a refuge at any one time.

That must mean there are hundreds of thousands of women in the community who are scared to go on the electoral roll or on anonymous.
How fucking dare they have no alternatives so that families who have been through hell can't use their facilities