Hi Guys,

Need your advice on this unusual problem.

Sorry story is a bit long. I’ll spilt it by bullet point to make it easier to read:

1. 23 Dec 2016 – went to the store made small purchase requested £50 cashback. Was deep in my thoughts. Felt a bit awkward at the end of interaction with cashier who started behaving strangely by completely ignoring me and started chatting with colleague. After packing few purchased items I was waiting patiently not realising what for. Felt as something did not finish - no eye contact from cashier, no thanks / goodbye. I’ve felt a bit strange and waited for much longer that socially acceptable in such situation and then left the store without exchanging a word with cashier.

2. Few day later realised I did not had my cash. As I was not out of the house since visiting store I could not have spent it or lost somewhere.

3. Waited for store to open again and went to speak with manager on 27 Dec 16 to ask them for my cashback and checking CCTV to confirm it was not given. Duty manager said he cannot view CCTV but checked till for that day and there was no extra cash in the till. He also found small receipt with my signature that confirms I’ve received cash. Signature seemed to be mine but I do not remember signing it nor receiving cash.

4. I’ve got my receipt with cashback on it. I am guessing I was asked to sign small slip confirming I was given cash and then was given my store receipt. That triggered me into thinking I got what I needed and made to forget about my cash by cashier starting to completely ignoring me.

5. I’ve spoken to customer services and same manger again who were pointing at each other saying I need to request CCTV footage and pay for it and that only store manager / area manager can view CCTV.

6. 6 Jan 16 spoke to customer services who then spoke to store manager who then checked till records again stating no extra cash was reported on that day.

7. Managed to speak to store manager in person on 6 Jan 16. Did not get much was just fobbed off making it sound it was my fault and I should have checked cash in store and they conducted their investigation. This person was quite elusive did not wanted to talk. Said nothing I can do. Both managers felt a bit arrogant almost as if they were saying good luck with that! If you know what I mean.

8. 6 Jan 16 stated electronic communication with customer services sending all above information via web form. Starting message with I am making formal request for CCTV footage under Data Protection Act 1998 confirming I am happy to pay for it. Providing all relevant details timing till number etc.

9. 18 Jan 17 sent them all above information in registered letter.

10. Did not get any response for around 10 calendar days and called them again to chase up for reply.

11. Received reply on evening of 20 Jan 17 (Friday) stating they passed for investigation to area manager. Provided instructions for requesting CCTV and how payment should be made. Advised that I need to contact police if I felt there was theft.

12. 20 Jan 17 I replied via e-mail and asked to place hold on the footage to ensure it is not overwritten as I’ve read somewhere that their retention period is 30 days.

13. 21 Jan 17 (Saturday) send request for footage as per their instructions.

14. 26 Jan 17 received letter stating request is outside of system storage capacity.

15. Chased them up for finial outcome of area manager investigation knowing what they will say.

16. 16 Feb 2016 Received response stating CCTV has now been overwritten they conducted till review and no extra cash was found. Nothing else they can do and I can contact the police.

My view on that is that they ignored my initial request under Data protection act sent to them on 6 Jan

17. Purposely delayed providing instruction for requesting footage and timed it so that I have 0% chances of making it successfully and that it reaches them before 30 days retention period to cover up for their employees.

I’ve seem to exhausted my option to get this resolved with the company and looking for advice on taking this further.

I feel up to taking them to small court claiming for postage, petrol cost for number of trips inconvenience and original cashback.

Just wanted to get your views on chance for success and some help with small court procedures if will be going that way.

Thanks for reading!

I'm sorry to say that I think you're on a hiding to nothing. It's your word against theirs and to bring any kind of complaint – including a small claim, you would have to produce evidence.

The only thing I can suggest is to start looking around the Internet and see if anyone else has had similar experience – particularly in that store. Other than that, I think you may have to grit your teeth

sorry but this could be a simple mistake by the cashier or it could bean example of the many times used trick played by unscrupulous people.

The distraction part is the critical bit so I dont think it is a simple error.

TBH the discount supermarkets save money by not having the necessary staff to do all of the things you would expect

their head office wasnt going to tell you that they have found the recording and you are right etc,

too much like hard work and would ruin their reputation and profits as they would have to look at loads of other queries in depth once it became public knowledge that someone had been rooked.

That’s exactly how I felt.

The fact they did not find extra cash in the till speaks for itself.

Managers felt confident I will not get anywhere and really long delay in providing information on how to get copy of the video seems to be their way to cover up.

I asked them for copy of video under Data protection act on 6 Jan but they only replied with instructions on 20 Jan when they knew I would not get anything I as it will be overwritten by the time they get my request.

Area / store managers also knew of the issue but did not investigate in reasonable time allowing video to be overwritten.

It could be simple fact that they did not want to spend money on getting this video to me as it would have cost them much more than £10

I would have paid them for getting it.

But at the same time they spent £15 on getting their refusal letter with my cheque back to me by posting it SD by 9.00am!!!

Good question is whether I have good chance of convincing the judge if I take them to small court…

I’ll post separate thread with instructions on how to get video from Lidl under Data protection act.

Hopefully it will help someone not to get caught in the same situation…

you can complain to the ICO about them destroying your data when they knew that they should be keeping it , they might get a letter telling them off a little bit but that is all.

You have nothing to do court with and no-one to sue.

As the money was obtained by fraud you cant sue the store because they arent responsible unless you can show that they knew about this from previous complaints and did nothing

We can surmise that the person responsible has done it before or was guided by someone else how to but that isnt proof of anything.

If you find yourself in a situation where you need to get copy of CCTV video from Lidl be aware that you need to act quick. They have 30 days retention policy after which video will be over written. They also have 7-10 day response policy. If you contact them via on-line form they will take 2 full weeks to respond you! Lidl is not keen on providing footage to you as it not in their interests and will cost them significantly more than £10 they are allowed to charge you for it. They will ignore your requests for copy of CCTV video unless requested as described below:

Here are instructions on getting copy of the video:

Should you wish to request CCTV footage, please write to the following address, providing the following:

• £10 Cheque made. Payable to Lidl UK GmbH.

• Photographic ID.

• The store name concerned.

• Description and timings of the video required.

Data Protection Officer

Lidl UK

19 Worple Road

Wimbledon

London

SW19 4JS

Hope it will help someone

https://ico.org.uk/for-the-public/cctv/

Well, I was hoping I could sue Lidl for not taking my concern seriously and refusing to check CCTV video as well as delaying information on how to request copy of CCTV video with intent to cover up for themselves.

With lack of key evidence I guess there is not much I can do now.

I should have gone to the police.

They would probably have to provide them with the copy much quicker and it would not be lost.

Lesson learned. Hopefully this information will help someone.

It appears that Lidl would not necessarily cooperate with police and refuse to provide CCTV footage as below Facebook user found out:

https://www.facebook.com/lidluk/posts/1052090894848728

But quick to go to police and provide CCTV when someone steals from their cashier

http://www.gazetteherald.co.uk/news/14184580.Police_issue_CCTV_following_supermarket_fraud/