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    • Hi LFI, Your knowledge in this area is greater than I could possibly hope to have and as such I appreciate your feedback. 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. Can a PPC (claimant) 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. 
    • Euro have got a lot wrong and have failed to comply with the Protection of Freedoms Act 2012 Schedule 4.  According to Section 13 after ECP have written to Arval they should then send a NTH to the Hirer  which they have done.This eliminates Arval from any further pursuit by ECP. When they wrote to your company they should have sent copies of everything that they asked Arval for. This is to prove that your company agree what happened on the day of the breach. If ECP then comply with the Act they are allowed to pursue the hirer. If they fail, to comply they cannot make the hirer pay. They can pursue until they are blue in the face but the Hirer is not lawfully required to pay them and if it went to Court ECP would lose. Your company could say who was driving but the only person that can be pursued is the Hirer, there does not appear to be an extension for a driver to be pursued. Even if there was, because ECP have failed miserably to comply with the Act  they still have no chance of winning in Court. Here are the relevant Hire sections from the Act below.
    • Thank-you FTMDave for your feedback. May I take this opportunity to say that after reading numerous threads to which you are a contributor, I have great admiration for you. You really do go above and beyond in your efforts to help other people. The time you put in to help, in particular with witness statements is incredible. I am also impressed by the way in which you will defer to others with more experience should there be a particular point that you are not 100% clear on and return with answers or advice that you have sought. I wish I had the ability to help others as you do. There is another forum expert that I must also thank for his time and patience answering my questions and allowing me to come to a “penny drops” moment on one particular issue. I believe he has helped me immensely to understand and to strengthen my own case. I shall not mention who it is here at the moment just in case he would rather I didn't but I greatly appreciate the time he took working through that issue with me. I spent 20+ years of working in an industry that rules and regulations had to be strictly adhered to, indeed, exams had to be taken in order that one had to become qualified in those rules and regulations in order to carry out the duties of the post. In a way, such things as PoFA 2012 are rules and regulations that are not completely alien to me. It has been very enjoyable for me to learn these regulations and the law surrounding them. I wish I had found this forum years ago. I admit that perhaps I had been too keen to express my opinions given that I am still in the learning process. After a suitable period in this industry I became Qualified to teach the rules and regulations and I always said to those I taught that there is no such thing as a stupid question. If opinions, theories and observations are put forward, discussion can take place and as long as the result is that the student is able to clearly see where they went wrong and got to that moment where the penny drops then that is a valuable learning experience. No matter how experienced one is, there is always something to learn and if I did not know the answer to a question, I would say, I don't know the answer to that question but I will go and find out what the answer is. In any posts I have made, I have stated, “unless I am wrong” or “as far as I can see” awaiting a response telling me what I got wrong, if it was wrong. If I am wrong I am only too happy to admit it and take it as a valuable learning experience. I take the point that perhaps I should not post on other peoples threads and I shall refrain from doing so going forward. 🤐 As alluded to, circumstances can change, FTMDave made the following point that it had been boasted that no Caggers, over two years, who had sent a PPC the wrong registration snotty letter, had even been taken to court, let alone lost a court hearing .... but now they have. I too used the word "seemed" because it is true, we haven't had all the details. After perusing this forum I believe certain advice changed here after the Beavis case, I could be wrong but that is what I seem to remember reading. Could it be that after winning the above case in question, a claimant could refer back to this case and claim that a defendant had not made use of the appeal process, therefore allowing the claimant to win? Again, in this instance only, I do not know what is to be gained by not making an appeal or concealing the identity of the driver, especially if it is later admitted that the defendant was the driver and was the one to input the incorrect VRN in error. So far no one has educated me as to the reason why. But, of course, when making an appeal, it should be worded carefully so that an error in the appeal process cannot be referred back to. I thought long and hard about whether or not to post here but I wanted to bring up this point for discussion. Yes, I admit I have limited knowledge, but does that mean I should have kept silent? After I posted that I moved away from this forum slightly to find other avenues to increase my knowledge. I bought a law book and am now following certain lawyers on Youtube in the hope of arming myself with enough ammunition to use in my own case. In one video titled “7 Reasons You Will LOSE Your Court Case (and how to avoid them)” by Black Belt Barrister I believe he makes my point by saying the following, and I quote: “If you ignore the complaint in the first instance and it does eventually end up in court then it's going to look bad that you didn't co-operate in the first place. The court is not going to look kindly on you simply ignoring the company and not, let's say, availing yourself of any kind of appeal opportunities, particularly if we are talking about parking charge notices and things like that.” This point makes me think that, it is not such a bizarre judgement in the end. Only in the case of having proof of payment and inputting an incorrect VRN .... could it be worthwhile making a carefully worded appeal in the first instance? .... If the appeal fails, depending on the reason, surely this could only help if it went to court? As always, any feedback gratefully received.
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      The judge's reasoning is very useful and will certainly be helpful in any other cases relating to third-party rights where the customer has contracted with the courier company by using a broker.
      This is generally speaking the problem with using PackLink who are domiciled in Spain and very conveniently out of reach of the British justice system.

      Frankly I don't think that is any accident.

      One of the points that the judge made was that the customers contract with the broker specifically refers to the courier – and it is clear that the courier knows that they are acting for a third party. There is no need to name the third party. They just have to be recognisably part of a class of person – such as a sender or a recipient of the parcel.

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Victorian Plumbing- gave refund after legal threat to sue them - ***resolved - refunded***


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It's me again! :)

 

Two months ago, we ordered a bath unit (the sink, cabinets and marble top) from Victorian Plumbing.

 

They delivered on time but one of the units was defective. After the silly song and dance with a customer service clown, they sent a replacement unit, at a great delay. We had to send our plumber home after paying him.

The replacement unit was also defective...

 

At this point, we are about a month without a bathroom. Lucky the old toilet dish is giving us some graceful end-of-life...

 

They now delivered another unit, which wasn't defective - but it's the wrong one!

All this time, we are wasting days with unnecessary CS emails...

 

They have finally pushed me over the edge. I've really tried to make amends with them. Even offered to receive a partial refund, which we even cut in half because we wanted to get it over with...

 

However, they very strongly insist on spinning us through CS and aggravating us with "we do apologise but you can go away

Sorry for any inconvenience"

 

Everything via email and I keep those.

 

I have finally decided to lean on on them and told them they must do right by us or we will sue them and claim for legal expenses, court fees, statutory interest, etc...

 

Question: regarding legal expenses,

can I hire my friend,

who is NOT a solicitor (he is an employee for a bank) to help me with that and then claim for the money I paid to him?

 

I could really use his help with handling this matter as I suffer from Autism and I sometimes go totally catatonic :(

A solicitor in my town is 250+VAT p/h and my friend would charge 200 net p/h

 

Also, as a bonus, we'll take comfort in knowing that the offending party didn't just spin us up for the whole process of suing them only to eventually pay us exactly what they owe us. Effectively meaning we are at a net loss because we got what we paid for, but after a significant delay and stress on us.

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Thread moved to General Legal Issues Forum...please continue to post here to your thread.

 

Regards

 

Andy

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PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHER

 

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I'm afraid that you won't be able to claim anything for hiring a friend or even a solicitor to do this for you. It would be a small claim and the rules there are that win or lose, nobody gets their expenses paid other than the court fees.

 

However, from what you say it all seems very straightforward. Under the Consumer Rights Act you are entitled to reject the contract completely if there is a defect. Clearly supplying the incorrect or defective items is good enough for you to reject out of hand.

 

You should take control and simply write them a letter and send it to them saying that you are asserting your rights under the Consumer Rights Act and that you are rejecting the materials they have supplied and that they should arrange to collect them as soon as possible – in any event within seven days.

 

Additionally if you want you can bring a small claim to give you a certain amount of compensation for any losses you may have suffered. An example of this would be the money you had to pay the plumber but also any other expenses such as telephone calls et cetera.

 

From what you say they haven't completed the contract yet so the 30 day period doesn't even begin to run. Tell them to pick up everything and to give you your money back.

 

Put this in a letter as I have already said. Tell them that you want everything collected within seven days and tell them that after 14 days (seven days plus a further seven) if they haven't picked it up or if they haven't refunded you then you will sue them in the County Court without any further notice to them.

 

Only make this threat if you are prepared to carry it out. However it is very easy and we will support you all the way and help you draft claim which will be very simple.

 

Your claim will broadly be:

 

The claimant contracted with the defendant to supply bathroom equipment value £XXX on XXX date – reference number XXX.

The defendant supplied incorrect items and also defective items. The claimant has asserted their right to reject under the Consumer Rights Act but the defendant has refused to comply.

The claimant claims £XXX cost of materials, £XXX wasted expenses on plumber, phone calls, et cetera. Plus interest.

 

Sent the letter and at the same time registered with MoneyClaim online and start getting used to the website and drafting your claim. You can save it as you go along. There is no need to issue it immediately.

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Ah, I didn't know I can't claim for legal costs, thanks!

It's a bit rubbish really. Right now, the system is tuned to make life easy for the vendors. They can mess up, put the consumer on stress for a few months and, just before the judge drops the hammer, turn all good, give the money back and walk out not a penny poorer.

While the consumer will have spent a lot of his (and YOURS!) time and probably all sorts of costs (tracked mail, driving to preliminary hearing, etc..) he won't be able to get back (or at least will probably not worth his time to get back).

 

Anyway, I will change my approach here according to your advise, thanks again!

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Ah, I didn't know I can't claim for legal costs, thanks!

It's a bit rubbish really. Right now, the system is tuned to make life easy for the vendors. They can mess up, put the consumer on stress for a few months and, just before the judge drops the hammer, turn all good, give the money back and walk out not a penny poorer.

While the consumer will have spent a lot of his (and YOURS!) time and probably all sorts of costs (tracked mail, driving to preliminary hearing, etc..) he won't be able to get back (or at least will probably not worth his time to get back).

 

 

No. This is a complete misunderstanding. Of course it doesn't happen automatically but the law and the procedure is there to allow the consumer to recover their money on a failed contract and all of the associated expenses – but simply not the legal expenses of bringing the claim. On the other hand, the retailer is also unable to recover their costs of defending a claim.

 

The reason why retailers get away with so much is because by and large consumers either don't know their rights or (justifiably) they want a quiet life and so they often settle for second best simply in order to avoid trouble. However, if you are prepared to stick up for yourself then you can get justice and also give the retailer a slap and teach them a lesson which will be good for all consumers in the future.

 

I hope you will realise that so far you have allowed yourself to be led around by the nose. You haven't done yourself any favours – or the other consumers in the world and of course you have brought comfort to Victorian Plumbing. It's really about time you started taking control

 

If you take our advice, then keep us informed step-by-step and we will be with you all the way. That's another thing the retailer doesn't have. They don't have us on their side. You get your advice free – (you can make a donation if you want) but the retailer will have to pay for their advice. Furthermore, when they lose this case as they surely will, they will cause damage to their reputation.

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It's just that everything we (our household) bought last two years was either defective or misrepresented in the advertisement. We have been very vigilant via PayPal and CC protection, where possible, and ALWAYS got our way with the vendors.

In cases where we have been cornered, CAG has helped (once with a broken down car and once with a laptop - thank you!) and I've made a humble contribution to support your good work!

 

But if I were a seller these days in the UK, I wouldn't mind selling any piece of rubbish. 10% of the consumers wouldn't even notice, 50% would notice but (justifiably) choose to live a quiet life, 20% don't know how to press me and the 20% that do know about the CRA: OK, they will send me letters, this will drag on for a few months, I will send an apprentice to push some papers to the judge and if the consumer hasn't agreed to a partial refund (which already leaves me at a profit), I will give them their money back, I'm not a penny poorer.

 

A slap? I wouldn't care, I make money from the above % distribution anyway and since we've settled before the hammer dropped, my abuse isn't even registered anywhere.

Citizens Advice / Trading Standards? They are normally giving the consumer even more trouble than I do. If we settled, they don't care about the case, if we didn't, they explicitly state that they can't claim anything on behalf of the customer and they won't do anything to shut my business down.

 

I am just ranting right now, feel free to ignore if you like to stick to constructive discussion :)

I will just finish with saying I've lived in many countries. Some of them "2'nd" or "3'rd world" and I've seen systems where the local equivalent of Trading Standards aggressively pursue bad vendors, issuing fines and shutting businesses down, putting a personal mark on the CEO against simply opening another cowboy shop under a different brand...

And legal expenses are claimable there.

 

I mean, what you are doing is great but you aren't a government-funded institute. There is no guarantee that you will exist and be able to help to everyone. Your existence is a miracle that makes shopping in the UK bearable. But the official system is such that a consumer can easily get lost in.

 

I will update here to remove this thread once we settle, which now seems far more likely than suing them. If we could put dent on their financials so we don't feel our modest resistance is not for nothing, cool. If it all boils down to months of arguing to get to the starting point, it's not worth it and it's not our fault but it's the system that doesn't care about vendors who like to "have a go" at the consumers.

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I'm sorry to say but that is probably because you are so furious – justifiably so – and getting into rant-mode that you have allowed this to get out of control and that you are being mucked around.

 

We can help you get what you want but you need to treat it surgically.

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How did you pay?

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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I agree, they got the best of me. Apologies for any excessive bad vibes sent down here. I hope my loving appreciation of your work has not been made unclear!

 

We are in a bit of a pickle, because of now, having wasted all our contingency time provision, we had to install the unit.

 

Therefore, the discussion is now about replacing the defective unit and them taking back the 3 (2 defective, 1 wrong) units.

 

They have recently sent us something like this:

"we will send you a replacement and the guy will pick up the wrong unit.

You must re-package the wrong unit or he will not pick it up.

About the defective units, we will not pick them up, you need to deal with it"

 

At this point, I'd like to mention that I have a written request from them to take out the wrong unit out of packaging in order to send them a picture.

I also have a written request, which they acknowledged, that I implore them to inspect the package before sending to me.

 

If it was just repackaging the wrong unit, I'd do that. But take their rubbish out for them? Have they no dignity?

I mean, what if I don't have a car to transport the units and boxes to the kip?

What if I am elderly and I can't literally lug them around?

 

I've replied that I will NOT repackage their mistake for them (again, if it was just one thing and they were being reasonable about it, I would definitely help out).

And if they don't collect their stuff, I will pay a professional to discard of it and charge them.

 

Your thoughts?

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Okay it seems to me that you need to send a letter before claim and threatened to bring a legal action. Give them 14 days. Only do this if you are prepared to bring the legal action. Don't bluff.

 

Please can you list out here in bullet pointed form exactly what you're looking for – the outcome. Also what is the value of it all? I've rather lost track.

 

Although you can certainly sue them for a refund and compensation, you won't be able to sue them to replace the defective part. Frankly it seems to me that you will be best off cutting ties with them completely and buying what you want from some different seller.

 

That would make the business of bringing a legal action fairly simple. You will simply be asking for a complete refund for all the money you spent, refund of expenses of the wasted time for the plumber – and any other losses. If you have been without a bathroom for a couple months then I would certainly think about putting a figure down for that – although you need to be realistic.

 

On the basis of what you say, the chances of success are better than 95%. However I think you need to start taking control and act quickly – meaning send the letter of tomorrow. That gives a bit more information about the entire value of the problem. Have you identified an alternative seller?

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Well, there aren't other vendors for what we need. It needs to cover a bad tiling work so it has to be this exact size.

Also, because we've wasted so much time dealing with them, we just couldn't wait more living in a shambles and decorators leaning on us, wanting to finish the project and get paid...

 

So what we are really looking for right now:

1. They will deliver a 3'rd unit (which I bet my life will be defective as well). We will choose the least bad one of all and touch it up.

2. We want them to pick up all the wrong and defective units

3. Without us wasting hours repackaging them

 

I reckon this might be a pretty humble expectation. I am not trying to get rich from this.

 

How can I be realistic about being without a bathroom? Sure, we had to play hopscotch around exposed floors, sit carefully on the detached toilet bowl... Nothing with an invoice...

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I'm afraid that the way that the claims system works is that it would be amazing if you have get an order forcing the defendant to do something. I think you should forget it. Civil claims simply deal with providing compensation for things that have gone wrong.

 

This means that you must absolutely find some other solution from some other supplier, cost it up, cost up the value of undoing the problems which have been caused by Victorian Plumbing and then make that the basis of your claim. It's frustrating – but there you are.

 

For instance you seem to be saying that they carried out some bad tiling. Why can't this be redone by somebody else?

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No, it covers some bad tiling, which was done before we even moved in :)

 

My idea is more like threaten them with what I hope is a very real possibility of: me hiring a garbage contractor and charging them for this cost I paid (likely suing them if they don't reimburse).

And then they might come to their senses and actually own up to some of the problems they've caused us

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So, just in: for the fourth time that I've told them I am not going to repackage this, they say that if I don't repackage, their driver won't pick it up.

I really don't feel I should be repackaging this.

Especially since they have done absolutely nothing to come our way, why should I spend 2 hours breaking my back with a 40kg cabinet and who knows how much packaging material?

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In that case send them a letter before action and given 14 days. Tell them that in view of the fact that they are refusing to honour your rights under the Consumer Rights Act you have no choice but to give them a final 14 days to collect all the items and to provide you with a refund or else you will sue them in the County Court for the cost of the items plus additional losses and you won't give them any further notice.

 

Only do this if you're prepared to carry the threat out. It seems to me that you have no other choice

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Mentally: fully willing and not anxious at all (as I know I am in the right and I've already met a judge before about my defective laptop)

Skill-wise: I am happy to have learned from your advice on previous cases and I can sail through this solo.

 

Very shameful it had to resort to this, if they were a little more interested in my problem, they would have saved me AND them a lot of unnecessary nerves.

 

I will send the letter and let you know if any bumps arise.

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  • 2 weeks later...

Yep, same day they got the mail: UPS guy rushed to us to pick up their rubbish and partial refund suggested by us sent via PayPal.

 

Funny that they remained utterly incompetent till the bitter end because they didn't warn us about the UPS guy - lucky my partner was there.

Also didn't inform us about the PayPal, so I was revving up to write them another bombshell - lucky I checked PayPal before that.

 

Amazing how stupid their customer care people are. Must have cost the company a 200-300 pounds in transport, damaged goods, man-hours...

Had they shown any sign of benevolence at the start, we both would have ended more or less in the green and happy.

 

Thanks for supporting us again. Happy to donate.

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Is this resolved now?

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Great. Well done

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