11.

When the London office hears you have promised McGregor a 20% refund, without their authorisation, they are extremely angry and give you two weeks notice.

So now you are left without a job for the rest of the winter and Mr McGregor has a 20% refund in his pocket. Surely this is not the way you hoped his complaint would turn out! If you are unhappy with this situation go back to the beginning of the maze and make some different decisions. Or you may prefer to talk about a company you have worked for which had a clear policy on dealing with complaints.