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    • Indians, traditionally known as avid savers, are now stashing away less money and borrowing more.View the full article
    • the claimant in their WS can refer to whatever previous CC judgements they like, as we do in our WS's, but CC judgements do not set a legal precedence. however, they do often refer to judgements like Bevis, those cases do created a precedence as they were court of appeal rulings. as for if the defendant, prior to the raising of a claim, dobbed themselves in as the driver in writing during any appeal to the PPC, i don't think we've seen one case whereby the claimant referred to such in their WS.. ?? but they certainly typically include said appeal letters in their exhibits. i certainly dont think it's a good idea to 'remind' them of such at the defence stage, even if the defendant did admit such in a written appeal. i would further go as far to say, that could be even more damaging to the whole case than a judge admonishing a defendant for not appealing to the PPC in the 1st place. it sort of blows the defendant out the water before the judge reads anything else. dx  
    • Hi LFI, Your knowledge in this area is greater than I could possibly hope to have and as such I appreciate your feedback. I'm not sure that I agree the reason why a barrister would say that, only to get new customers, I'm sure he must have had professional experience in this area that qualifies him to make that point. 🙂 In your point 1 you mention: 1] there is a real danger that some part of the appeal will point out that the person appealing [the keeper ] is also the driver. I understand the point you are making but I was referring to when the keeper is also the driver and admits it later and only in this circumstance, but I understand what you are saying. I take on board the issues you raise in point 2. Is it possible that a PPC (claimant) could refer back to the case above as proof that the motorist should have appealed, like they refer back to other cases? Thanks once again for the feedback.
    • Well barristers would say that in the hope that motorists would go to them for advice -obviously paid advice.  The problem with appealing is at least twofold. 1] there is a real danger that some part of the appeal will point out that the person appealing [the keeper ] is also the driver.  And in a lot of cases the last thing the keeper wants when they are also the driver is that the parking company knows that. It makes it so much easier for them as the majority  of Judges do not accept that the keeper and the driver are the same person for obvious reasons. Often they are not the same person especially when it is a family car where the husband, wife and children are all insured to drive the same car. On top of that  just about every person who has a valid insurance policy is able to drive another person's vehicle. So there are many possibilities and it should be up to the parking company to prove it to some extent.  Most parking company's do not accept appeals under virtually any circumstances. But insist that you carry on and appeal to their so called impartial jury who are often anything but impartial. By turning down that second appeal, many motorists pay up because they don't know enough about PoFA to argue with those decisions which brings us to the second problem. 2] the major parking companies are mostly unscrupulous, lying cheating scrotes. So when you appeal and your reasons look as if they would have merit in Court, they then go about  concocting a Witness Statement to debunk that challenge. We feel that by leaving what we think are the strongest arguments to our Member's Witness Statements, it leaves insufficient time to be thwarted with their lies etc. And when the motorists defence is good enough to win, it should win regardless of when it is first produced.   
    • S13 (2)The creditor may not exercise the right under paragraph 4 to recover from the keeper any unpaid parking charges specified in the notice to keeper if, within the period of 28 days beginning with the day after that on which that notice was given, the creditor is given— (a)a statement signed by or on behalf of the vehicle-hire firm to the effect that at the material time the vehicle was hired to a named person under a hire agreement; (b)a copy of the hire agreement; and (c)a copy of a statement of liability signed by the hirer under that hire agreement. As  Arval has complied with the above they cannot be pursued by EC----- ------------------------------------------------------------------------------------------------------------------------------------------------------------------- S14 [1]   the creditor may recover those charges (so far as they remain unpaid) from the hirer. (2)The conditions are that— (a)the creditor has within the relevant period given the hirer a notice in accordance with sub-paragraph (5) (a “notice to hirer”), together with a copy of the documents mentioned in paragraph 13(2) and the notice to keeper; (b)a period of 21 days beginning with the day on which the notice to hirer was given has elapsed;  As ECP did not send copies of the documents to your company and they have given 28 days instead of 21 days they have failed to comply with  the Act so you and your Company are absolved from paying. That is not to say that they won't continue asking to be paid as they do not have the faintest idea how PoFA works. 
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Natwest step-by-step Complaints Procedure.


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Hello all.

 

I am just sending out my LBA. I have included a paragraph about that they have not followed their complaints procedure and it is being sent to a free post address.

 

Step-by-step Complaints Procedure

We want to:

  • Make it easy for you to raise your complaint
  • Listen to your complaint
  • Consider how you'd like us to remedy your complaint
  • Make sure you're satisfied with how your complaint was handled

How and where to complain

 

In personVisit any of our branches and speak to one of our staff.

Use our Branch Locator to find your nearest branch.In writingAddress your letter to The Manager of your branch or your Relationship Manager.

Use our Branch Locator to find the address for your branch.By telephone

Use your usual number for contacting the Bank, 24 hours a day.On-line

Complete our on-line form. Please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason.

How long will it take?

 

ImmediatelyOur aim is to resolve your complaint straightaway.Two daysIf we haven't resolved your complaint within one week, we'll write to you:

1) Explain why we haven't managed to resolve your complaint

2) Tell you how long we expect to take to resolve it

3) Tell you who is dealing with your complaint

Two weeksIn most cases, we'll resolve your complaint within two weeks.

If we haven't resolved it within two weeks, we'll contact you (normally by phone) to update you.After two weeksWe'll keep you informed on a regular basis until your complaint has been resolved.

In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve.

If this is the case, your complaint may be passed to our Customer Relations Unit who will continue to try to resolve it.Eight weeksIn the unlikely event we can't reach an agreement with you by the end of eight weeks, we'll send you a 'Final Response' letter, which will explain our final position, or, a letter giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.

We'll tell you about the Financial Ombudsman Service and how to contact them about this complaint.

What if you're not happy with our response?

 

Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority.

If you're not satisfied by our action or explanation your case can be reviewed at a higher level within the Bank.

Our Customer Relations Unit is a specialist team who'll investigate your complaint fully and aim to reply within two weeks. If the investigation is likely to take longer, they'll keep you fully informed.

You can write to the Customer Relations Manager (address below). Please quote your account number, branch sort code, details of your complaint and what you'd like the Bank to do to resolve it.

NatWest Customer Relations

FREEPOST NAT12685

BOREHAMWOOD

WD6 1BR

Our Customer Relations Unit number is: 0800 015 4212. (If you have speech or hearing difficulties and are a textphone user, you can call us on 0800 917 0527).

Overseas callers should dial + 00 44 20 7649 9315.

If together we can't reach agreement

 

The Bank is a member of the Financial Ombudsman Service and if we can't reach agreement with you, our Customer Relations Unit will send you a 'final response' letter. This letter will clearly set out the Bank's position in relation to your complaint.

The Financial Ombudsman Service

 

Our aim is to resolve all complaints internally. However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

You can write to them at:

The Financial Ombudsmen Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Alternatively you can phone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman web site at www.financial-ombudsman.org.uk

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

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I have included the following paragraph in my LBA expressing that with this process they are breaching their own complaints proceduer:

In addition I would like to draw to your attention that you have not followed your own complaints procedure.

If we haven't resolved your complaint within one week, we'll write to you:

1) Explain why we haven't managed to resolve your complaint

2) Tell you how long we expect to take to resolve it

3) Tell you who is dealing with your complaint

In most cases, we'll resolve your complaint within two weeks.

If we haven't resolved it within two weeks, we'll contact you (normally by phone) to update you.

We'll keep you informed on a regular basis until your complaint has been resolved.

In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve.

If this is the case, your complaint may be passed to our Customer Relations Unit who will continue to try to resolve it.

These are your words not mine.

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your complaint will be passed to our customer relations unit. Where do the letters get sent? here is a big clue.....they are based in borehamwood and the initials are CRU. That is the advice I have given for the last month and a half. Prelim letters and LBA to Customer Relations Unit Borehamwood.

I am still lost here.

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your complaint will be passed to our customer relations unit. Where do the letters get sent? here is a big clue.....they are based in borehamwood and the initials are CRU. That is the advice I have given for the last month and a half. Prelim letters and LBA to Customer Relations Unit Borehamwood.

I am still lost here.

 

Nattie

 

not sure there is really any need for the sarcasim directed at the author. Without doubt you have knowledge of the system and this letter may actully confuse or get you lost. But your response is a little patronising!

 

You need to be a touch more restrained, dont want to sound like a Customer Service Advisor, does one!!!!

4th Dec 2006 : Posted S.A.R - (Subject Access Request) :o

18th Dec 2006 ; Received Statements :)

28th Dec 2006 ; Posted prelim letter (£3351.00) :rolleyes:

11th Jan 2007 : Reply, still investigating :x

16th Jan 2007 : Posted LBA (£3331.00/£556.00) :-(

31st Jan 2007 : Bank make offer of £3331.00 :D

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I have never really been worried what people do or do not think of me, period. I just do not see what the OP is suggesting that NatWest are not following complaints procedures when all the way through over the last few months there have been posts stating a response to a prelim letter is that they will respond within 10 days(a holding letter) as the OP has suggested and these responses were called "delaying tactics". Now they are being dealt with by customer relations unit they are still "delaying tactics". What more can I add? The process as set out has been followed by most people and customer relations are now dealing with all letters. If you want, I can say brilliant letter nodding like a dog, going along with the crowd, but that is not me. I call it as I see it, like it or hate it. Yes, I am sarcastic at times.

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Nattie You Have missed the point of my reply!!

 

I always smile to myself when people say "this is me dont care what people think etc etc." Half expecting a blast of My Way, or I am What I am " to follow :lol:

 

My point was that the author had spent time relaying their information on their thread. Whilst this opens them up to views/thoughts/opinions etc surley it has to be constructive, blunt, direct . But constructive. Its not about being some kind of nodding dog (!), just respectful abouts someones elses expreinece

 

This process is diffcult enough without having your thoughts/expreinces almost riduclued. I guess I come from a diffrent mindest. that belives its better to say nothing at all if you cannot say anything positive. But I guess thats me, I am what I am or will do it my wayyyyyyyyyy:D

4th Dec 2006 : Posted S.A.R - (Subject Access Request) :o

18th Dec 2006 ; Received Statements :)

28th Dec 2006 ; Posted prelim letter (£3351.00) :rolleyes:

11th Jan 2007 : Reply, still investigating :x

16th Jan 2007 : Posted LBA (£3331.00/£556.00) :-(

31st Jan 2007 : Bank make offer of £3331.00 :D

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Point taken so apologies if the OP feels offended. The quote is from the NatWest Website, if I am correct on the wording.

As I pointed out, NatWest have been following complaints procedures but on this site it has been called "delaying tactics" which on most initial posts that I have read has not been the case, athough I accept that in some cases no response is clearly not following the procedures in place.

In relation to customer relations unit, the most recent ones have shown that some letters have been written to state that the case is going to CRU. I will have a look at your thread Banking Idiot and see if in your case specifically that this has not been adherred to and will edit the bottom of this post. Then I will get my coat:D

 

Ok read the thread and within 10 working days a response was given so one aspect was not followed acknowledginging the complaint and that was by 5 days so instead a holding letter was sent.

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