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Searchmate has disputed Aileen’s claims and said it had not received any correspondence from her after the letter was sent in November.
It said it made a number of attempts to call her since, but that it had not been able to reach her.
Because of this it had suspended her account, even though she had not asked for this to happen.
Searchmate has now offered Aileen a full refund of £1,295.
Aileen was promised support from Searchmate’s highly experienced team of matchmakers, and a guaranteed minimum of 15 recommendations.
Searchmate offered to upgrade Aileen to its “Platinum” membership, a service via which customers are assigned their very own matchmaker who will proactively look for potential matches outside Searchmate’s client base.When Telegraph Money spoke to one of Searchmate’s agents, we were told matchmakers would go to “great lengths” to find matches for singles, for example putting up posters in local sailing clubs (if the client listed sailing as a hobby), or even posting advertisements in newspapers. She said she sent several emails to Searchmate’s agents since November but did not hear back.In the meantime, she contacted the Citizens Advice Bureau, which provided some information on her consumer rights.One woman who is no stranger to the various pitfalls of dating services is Aileen Edwards, a 61-year-old health worker who cares for dementia sufferers. In her spare time she enjoys theatre, swimming and the great outdoors.She says she “isn’t looking for a major spark” but is searching for a man with a good sense of humour to share her life with. The first blow was when she fell victim to a scammer on an online dating site.