So the Board is happy with how the situation has been handled
Well, we'll see if the board is still happy after the customers leave in droves.
If customers are unhappy enough - and have an alternative available - to do so.
If that is not possible, there just might be enough people to mount a class-action lawsuit - although I don't know the status of that kind of legal action in the UK. If it is possible though, then it will hurt the board directly.
But reality commands that this is just a minor issue that will be forgotten after XMas holidays. I doubt very much that any number of people will be leaving because of this.