Shelley sent a message to Ben van Beurden – CEO, Royal Dutch Shell – Email Address that said:
To the Chairman of Shell,
I would like to make an official complaint and am willing to go to any lengths until this matter is resolved. I put £25.00 worth of petrol in my car last night. The petrol station I used was Hurst park, Molesey, Surrey. As I was leaving the shop where I had paid I noted that the floor inside the shop door was wet and muddy. There was no mat inside the shop in which to wipe my feet on entry. I was being extra cautious as I was aware how wet the floor was as the shop light was shining and highlighting this area. I trod carefully as I was exiting, however, as I put one foot out of the door on to the concrete directly outside the door, I slipped on the wet ground, that looked great/ oily and proceeded to spectacularly fall off the pavement and onto the road. I badly hurt my thigh and banged my elbow and left hand too. My two daughters, who were waiting in the car, came running out to see if I was ok. Obviously they were concerned. I decided to go back inside to inform the shop assistant. I was worried someone else may get hurt. I was utterly astonished and disgusted by the shop assistants response. At no time did he ask if I was ok or indeed apologise. I asked to speak with the manager. He said "you can, tomorrow !" I told him i wanted to report it today and could he call him/her. He proceeded to do so and discuss with his manager what had happened ( I assume that was what he was saying, but he was speaking in his mother tongue, so I didn't understand). He then handed me the phone. I explained what had happened. Again no concern or apology was forth coming. In fact the manager said the floor wasn't wet!!! He wasn't even there. I got a little disgruntled, as I am sure anyone would. I explained they had breeched health and safety regulations as there was no visible sign informing people of the wet floor. The yellow sign was closed and leaning against the display! The shop assistant proceeded to go and open up the yellow triangle and place it outside the shop door. I told the manager I would be informing the area manager. He asked me to leave my number so they could call me today. I received a call this afternoon telling me to return to fill in an accident form!!!! This should have been completed yesterday at the scene. I am badly shaken and very, very sore. I have taken pictures of the scene and have catalogued the events. I will take pictures of the bruising to my thigh, which is becoming visible tonight. If I had been slightly older, I could easily have broken a bone. The lack of care and compassion is disgusting and quite honestly unacceptable. I would like your thoughts regarding this matter and the errors in terms of health and safety. I will be pursuing this matter further. I have photographic evidence which I am happy to attach from my laptop tomorrow. I look forward to your reply at your earliest convenience. Yours sincerely, Shelley