So Golden Shred - you lose your little finger tonight in an accident. Let me ask you: What financial loss you suffer.
What about if you lose your thumb. What sort of financial loss will you suffer then? How did you get to that figure?
And of course, if you can't answer the question, I will then call you a liar, tell you that you can't possibly have lost your thumb, and falsely tell you than you may go to prison.
Not everything is down to financial loss - in Elzo's case it is down to poor quality of service.
Elzo, I'm not going to bother posting any more answers on this - it is getting quite tiresome. Personally I would suggest that you contact the agency by writing (recorded delivery), give them some time scales and if no joy, issue county court proceedings. I would also possibly contact your local trading standards with regard this agency. (Dassie is correct - you need to contact the agent as your contract is with them)