All commendable, but let me make an analogy, you go through the drive thru at the McDonald's you ask for a whole bunch of food and as you are driving off you find out they have screwed the order up so you return to complain and are told ohhh we didn't have what you asked for and we aren't likely to have it again.... but we wanted to charge you in the event that it arrived while waiting, ohhh and BTW we are going to charge you for your visit next week too.. You are understandably likely to be upset so you complain to Head Office and are told that you shouldn't be upset because there are 11 Ronald McDonald House's around the UK, sure that's commendable but you still only came for a burger, they screwed up the order and then charged you for it!