Dreadful service from Carlton Leisure.

Dreadful service from Carlton Leisure.
They are not ABTA registered (which should have tipped me off). Organisation is abysmal and they are always slow to inform me of flight changes. In addition, when a does flight change by a significant amount, I was not informed of my rights to cancel (as per airline policy), just asked to accept the flight changes. Of course, they are so slow that usually the grace period after the flight time change has elapsed and I don't have the right to change anyway.
When someone does contact me the quality and level of English, both written and spoken, is atrocious. Calling me by my middle name or my wife's name on the phone, email sentences that don't make sense and punctuation non-existant. In addition, all of the staff purportedly have very classical English names despite this weaker command of the English language. It is shameful that the company think the customer cares so much that the service team be English, as if I would unable to talk to them if their name was of Indian or Chinese origin.
I've never booked with an OTA before and frankly, even though they have access to cheaper deals, I don't think I ever will again if they are all as ramshackled as this!