Hi @biggeorge I've done this [at some length] They just keep bouncing back to me the Parcelforce responses. His GPS places him in the area, the parcel was signed for, a neighbour took it [the last two are economical with the truth, obvs]. The Company are now suggesting I contact PF direct myself, but as I understand it, my contract is with the Beauty Company and therefore, I shouldn't have to deal with PF, that's their job, no? Yes, I did pay using my credit card. That's my last option. I'm hoping the Beauty Company will pursue PF for their losses, and send me a replacement parcel or refund me. Hi @squaddie Apparently, I would have had to agree with the sender *prior to them sending* to say yes, it's OK to leave with a neighbour. I don't really consider myself lucky to be £110 out of pocket! As an aside, my postie seems to think that Parcelforce is now a separate division yet still part of the Royal Mail Group. I hadn't realised that it's distinct from Royal Mail Parcels - not really sure why and what that means for me as a consumer... I'd like to know how to approach the Beauty Company to get either a refund or a replacement. Any tips on wording? Thanks all!

Sorry, @Surfer01, I probably wasn't explicit enough when I wrote this: The parcel was not on my doorstep when I returned. No idea where it is or who's got it. Will amend original post

Hello Ten days ago, Parcelforce delivered a parcel for me to my next-door neighbour's doorstep. No card through my door, nothing. She came home from work, saw it there and moved it to my doorstep, thinking it was a mistake on his part. Two days later on my return home from working in Salford, wondering where my £110 parcel had got to, I contacted the Beauty firm who had sent it to me. This is a proper company, not an Ebay person. They emailed me a scan of the signed-for document. It's signed by a "P Thopso0n" and a squiggly circle signature. Having googled, I can see that this is not even a real name. It certainly isn't any of my neighbours. All of whom I trust implicitly. Wondering where I stand legally, as the parcel was not signed for by anyone, let alone me. I'd have thought they'd take it back for redelivery, or hand it to the Post Office [literally opposite] or the local sorting office [a one minute drive away] I've paid in advance and have nothing to show for it, through absolutely no fault of my own The parcel was left on a doorstep. No card through my letterbox. We live on a main A-road on a busy High Street in a market town. If the parcel was moved to my doorstep, it is visible from the main road. It was not there on my return two days later. Any thoughts on what recourse I have? Many thanks, CAGers

Hi Richard What does it say in your T&Cs in your contract with Supercover? It may be that some of tge points you mention are covered there; maybe some are ambiguous and open to interpretation. Find the clauses that relate to the points you've made and post them [not the whole document!] here. Helen

Hi there I didn't choose them; my insurance company did :-| £25 seems like a lot of money for what must be at the very outside 15 minutes work... Just thinking about all the TV investigations that went on around how much in work hours bank admin charges cost and it came out at about £2.50! The mark-up seems a trifle excessive to me, that's all... Thanks for your reply!

Hello I was clocked speeding at 82 mph on a dual carriageway limit of 70mph recently. I was in a hire car at the time and the hire car company, (Enterprise Car Company) have charged my credit card with a £25 'admin' fee. Is this admin fee challengeable, (as in, the banks are having to prove manual intervention and how long it took, so would the hire car company have to do the same?) All I have received is a standard letter, so I fail to see how much 'admin' they've done. All thoughts gratefully received. Many thanks 221b

You're being thanked for making the effort to try and help me. I appreciate it! Take the thanks; they're yours! Best 221b

I was quite careful with the last one, until I slipped on some wet leaves Thanks for your help again, Raymond... 221b

Hello Thought I'd report back on Supercover! After emailing every address I could find at Supercover to tell them I was reporting them to OFT, Consumer Direct & Otelo, if they didn't reply by noon that day, surprisingly enough, 20 mins later I received a call from their complaints officer! I now have in my hot little hand, a shiny new 3G S iPhone, plus return of my £25 excess paid at the time of claim, plus £25 extra. Hurrah! Many thanks to Raymond and dx100uk for your advice... 221b

I bought a new iPhone last year. I insured it with Supercover Insurance within a week of buying it. It was replaced under warranty by o2 after only a few weeks as it was faulty. I got an identical replacement for my iPhone. I informed Supercover of the updated situation. Since then, I fell over early this year and managed to drop my phone into a puddle! The phone stopped working (iPhones don't like water!), so I claimed with Supercover as they cover both liquid and accidental damage. They wrote back after having the phone a few days, saying that as the phone I now have was not the phone originally insured, that I am not eligible for cover. This despite updating my details. Have written to the Claims Manager (16th May) and emailed the claims department several times since, showing scanned confirmation of the transfer by o2 from one phone to another and the altered IMEI number, but they are ignoring me... I've had no reply to my letter nor the emails. What should my next steps be? I am reluctant to phone them as I've no proof of the conversation content afterwards. Many thanks. Helen

Bounce... Thoughts, anyone? Thanks!

Hello Recently (March) a numpty gas contractor upgrading local gas pipework, cut through my and my neighbours' LX cables. As a result we were without either power for 18 hours - 0930 til 0430 the following day. It was not safe to re-connect the gas with a live LX cable waving about. I am self-employed and work from home. I couldn't use my phone nor computer, both of which are absolutely necessary for my job. Also, I had to chuck out all the food in my large fridge-freezer which mounts to a tidy sum with organic meat and shellfish and other expensive goodies inside. The Gas contractors are being charged £20,000 by the Electricity board for doing something so daft, so they will have to pay up big-time for this mistake. I am concerned though, that myself and my neighbour should not go uncompensated for this sloppy workmanship. We had no light, heat, means of cooking or making hot drinks, could not use the washing machine, watch telly etc nor wash ourselves other than in bloody freezing cold water. This was before the clocks changed so we sat in darkness all evening! All in all it was very inconvenient and annoying and costly. My neighbour wrote to the contractors' insurance department several weeks ago. They are being very obstructive about paying up and saying they want receipts for all the food she is claiming for. How ridiculous! Who keeps food bills for 6 months after food has gone in the freezer?? I know that home insurance covers for a set amount for fridge and freezer food, but I'm not sure what this usually is, without writing to my insurers. I also would like to claim for loss of earnings, but am unsure as to how much I should claim for as, being self-employed, my earnings are not set amounts daily. I was also totally unable to apply for work that day - part of what i do involves sending 'quick application' voice clips via the internet to pitch for work, and and making instant turn-around recordings for clients using my computer so that totally went out the window all day. I do not intend to let these bloomin' contractors wriggle out of compensating me and my neighbour, but would like some advice as to what my rights might be before I write to them. At the moment the contractors are deflecting my neighbour at every turn - partly I suspect because she has not had the benefit of this fantastic forum to come to for advice, so has approached it rather gingerly. Many thanks in advance for your thoughts, 221b

I ordered a VERY expensive Vi-Spring mattress from Furniture Village about two weeks ago - it's priced at £2,500. I was actually just in the shop trying mattresses and checking out the prices - I fully intended at some stage to buy this specific Vi-Spring mattress but wanted to shop around for the best price. The sales assistant told me that if my concern about price was holding me back from making my purchase then I didn't have to worry as Furniture Village have a Price Match Promise (PMP) which, should I find the mattress cheaper elsewhere within a given time frame, then I would be able to get the price matched by Furniture Village. Basically I didn't need to shop around up front as I could do it in retrospect in effect. As long as I can provide written proof of a cheaper price. That said, I specifically asked if that included the internet (as I knew I would probably find my cheaper price there), or did it have any other restrictions? Yes, that includes any price you find on the internet the assistant told me, but it has to be within x weeks of purchase. Fine I thought, that's OK, then. This morning, I hear that my bed is ready for delivery. I shop around on the internet and find the mattress cheaper elsewhere - about £180 cheaper. I ring FV and tell them and ask for the price match promise before I pay the balance of £2000 odd and arrange delivery. Yes, that's fine the assistant tells me - I just have to clear it with the manager. I'll call you back. 4 hours, no call. I call again. Apparently the price match now has additional clauses which I was not made aware of at the time of purchase. The price match only includes shops in the local area; does NOT include internet prices, (though I was told most definitely at the time of purchase that it did), and it is at the manager's discretion. None of this was told me at the time of purchase. Manger of store away on course so I asked assistant to call manager and call me back. Assistant rings back with news that Manager will offer £101 off their price. That is not a price match I say and not what I was promised at outset. Senior sales assistant then speaks to me. Says he can't verify what was said at time of original purchase as he wasn't there - ie my word against sales assistant's. But that she (the original assistant) is very senior blah blah blah... Manager offering £101 discount as gesture of goodwill not price match. I ask senior assistant why full details of price match were not given to me at time of purchase. He can't verify what was said at time of purchase. He says they can define PMP as they choose as it's their promise. I ask why I was not told additional fundamentals of PMP at outset as I wouldn't have spent £2,500 knowing what I've been told in retrospect. I thought I was protected. He asked did I expect them to match prices from retailers in Scotland? I said I had no idea, it was their PMP which of course they are entitled to define, but they should inform me of the rules at the outset, not add them at a point convenient to them. I originally asked for details of the PMP to be placed in the purchase wallet with all the other documents at the time of purchase. There was nothing in there and I subsequently find out that Furniture Village produce nothing in writing about their PMP - so how is one to know its terms? I said I felt I was being shoehorned into making the purchase now as I details of the PMP were gradually being revealed to me at a point where I could not cancel the order - I will forfeit my £520 deposit should I do so as the mattresses are made to order. He has arranged for the manager to contact me in the morning. What should I say? What are my rights? How can they offer a "promise" to purchasers then renege on it? Or add clauses verbally as they go along? And how can they offer nothing in writing so the purchasers can't even examine the 'small print'? All advice welcome... 221b PS - Just found this on their website in the FAQs: Do you price match? Furniture Village believe in offering the very best value. In the unlikely event that you find the same item for sale elsewhere at a lower price (including offers) before your furniture is delivered, we will gladly match that price and refund the difference.

I've been through Voda's complaints procedure already - last year in fact - that's how I got to Otelo (the mobile ombudsman). Voda say they have exhausted the complaints procedure which is why they've handed over to a debt recovery agency. I get a bill from Voda from time to time - all the charges are for the phone calls the thief made plus the termination fee of £500 whacked on top. HTH. Thanks 221b

I didn't unfortunately... I was a little dazed and in shock from the theft/recent op and aware I was about to miss my train connecting me to my onward journey home. At that point I thought perhaps I had dropped my things and hadn't really considered I'd been pickpocketed In hindsight I'd have got a copy of the form had I been thinking straight. Voda don't really care whether I reported it or not. They just want me to pay up...

Didn't have TI Reported to Station authorities - not sure if they were Police ( I was pickpocketed at Bruxelles Centrale) and filled out a form just before I started to make my way home but Voda not interested in that. They didn't seem to care whther I reported it or not, just that I pay up. Have been through the rights and wrongs of it all a zillion times with Voda and they aint budging... Just need to know who to write to, and what next! Thanks so much... 221b

Oh dear! Floodgates. Opened. Etc. Been in wrangles with Voda since the incident happened - I was pickpocketed abroad having just had an operation. No phone. No money. I rang within 24 hours of the theft - the minute I landed on UK soil in fact. They say that bottom line is I should have called them immediately otherwise I'm liable. They don't have any anti-fraud software and they 'prioritise' all the alerts they do receive - clearly nearly 2 grand in less than a day isn't important enough They sent a text to my phone when it reached £500 and that was it, despite me never really going above £35 a month for the last 7 years... Got BBC involved. Appeared on Working Lunch programme. Got Otelo involved (they are worse than useless, quite frankly and in the pay of the Mob companies so no surprise there). Bill brought down to £800 odd by endless letters and the above. Me still saying they should have done more to protect me. Them denying any responsibility or duty of care. Then the Debt RAs start with first Capquest then Moorcroft. Voda no longer communicating on the dispute front. They send me the occasional bill showing that I've paid £500:mad: . Part of the £2,300 they're after is a lovely £500 they charged me for leaving them! Priceless! They've never provided me with a copy of the original agreement. Anyway, back to Moorcroft and the current situ! What letter next and to whom? Many thanks all! 221b

Hi there Many thanks for your reply Spamheed I've already asked them for copy of the original agreement and the deed of assignment (as mentioned in post 1) and they have referred me to Phones 4U as both they and Voda don't have it. I have already sent them the template letter along with my request for the above, so I don't really want to send the same letter again! Can I ask them for it again, then? And if so, how do I couch the letter? Many thanks 221b

Thanks for that, Scarlet Pimpernel! They are pursuing me (rather than my Mum) becuae the bills have always been paid by me, yet I have to admit they are constantly addressing all correspondence to my Mum, but at my address. Now, I don't for one moment want them to go after my Mum obviously. I asked Voda over a year ago for a copy of the original agreement, but they have never given it. My very first contract (or my Mum's to be specific) was actually with Phones4U, though it was a Voda airtime contract and was so for the next 7 years. So, my questions are: 1 Who do I now write to and ask for what? 2 Also, what do I do about Moorcroft - do I write back to them, and if so, saying what? It does seem like everything is grinding to a halt, I must say, but would like to bring this to a conclusion. It's been occupying my headspace for 18 months now Advice so far - most thankful to all. I'd appreciate help on the above points. Best wishes 221b

Thanks for that Spamheed! Any further advice, most welcome... 221b

Moorcroft chasing me for £1800 debt that thief of my phone abroad ran up. Been in dispute with Voda over this for 1 1/2 years as they did nothing to stop thief's phone calls accelerating to this level in less than 24 hours. Voda referred to Capquest Debt Recovery first of all. I stupidly paid £500 as I got scared what with threats over the phone etc. Didn't know what I know now! Capquest gave up when I asked for copy of CCA and DOA. They provided neither and referred me back to Voda. The next day (!) a letter came from Moorcroft Debt RA. I sent off request for CCA and DOA to them. Actually not sure CCA relevant as it's a mobile phone contract... They have written back outside of the 12 days saying they don' t have access to this info and that upon consultation with Voda, they have confirmed that I will have to contact Phones 4U for a copy of the agreement as my original contract was with them and as I originally took the handset out with them - back in 1999! Do Moorcroft have to provide the DOA themselves and if they can't it's unenforceable? Would appreciate advice on this point. Also, strictly, contract was never signed by me, but my dear old Mum (who's now 73) who got the phone for me as a gift back when I was a student. Appreciate all advice and wisdom! Many thanks 221b

Thanks Peter How do I go about finding out this information? And what should my next move be in light of what you have said? Many thanks 221b

Thanks Chrissi. SAR Capquest or the Mobile company? Thanks!

Thanks Grumpy, I didn't realise that. So, a mobile phone contract - would they have to provide the original of that? Presumably mobile phone costs incurred over a month are a form of credit aren't they? I was never PAYG. They keep addressing all the letters to my Mum at my address (she doesn't live here - no-where near in fact). They don't seem to have clocked that I am the one who paid all the bills for seven years. Where would that leave my Mum as far as a debt registered against her - or would it transfer to me? Confused over this bit...:? As they haven't replied with the DOA, what is my next step to them - CQ and HL. Thanks! 221b

I understood that HL Legal wasn't a division of Capquest but an "Off The Shelf Solicitor Service" that anyone - you or I even could purchase - here's their website: HL Legal I have already written asking for the CCA and DOA (on 27th November) actually - they wrote back that things would be 'on hold for 28 days while they got them and they never have! Yet they've not out anything on hold as they continue to write to me. I'm also not sure that the "debt" (pah!) has been bought by them - I understand that they can have it assigned without owning it - is that correct? Many thanks stapely! 221b