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    • Metropolitan collection services appear to be part of HSBC and Moorcroft work with many Banks to continue the collection activities, once the Bank no longer wishes to do the administration.   I suspect therefore that HSBC still own the debt ? Does the Moorcroft letter confirm this ?   For the £12 a year you are paying, I am not sure it is worth mucking around too much.
    • Well that's it then.   You went in the entrance which simply said you had to be a KFC customer, which you intended to be.   Once you worked out it was closed and read the signage you promptly left, in all of 11 minutes.    Their signage is rubbish and you've proved it.  Well done on digging up this evidence.
    • This is a long time issue and a little complicated so I'll attempt to condense.   Barclays account: held with them over 25yrs, opend in the 90's £6800 overdraft   15 years ago the account became a problem due to account holder due illness/company closing/long term disabilities.   No activity on the account other than what is stated below, card not used, balance always kept just under the o/d level so as not to incur further costs.   In those 15 yrs (2006)the account has been maintained each month by Barclays applying the o/d interest and the account holder paying that amount.  In the early years about £120 pm, then it went to £3per interest so worked out and around £90pm and late last year with the interest hike by the banks on O/d's it took the amount close to £180pcm    In  / around 2012 the account holder approached the bank with a view to receving some help, they were at that time somewhat ill, and registered as disabled. They asked that they convert the amount to a loan with them so that over time the balance would reduce. The Bank refused but instead put them through to another in-house lender, (woolwich) on internal line, they took the details but then didn't offer the loan.   Account holders health deteriorated but they insisted with their family members to continue to pay the overdraft, they were petrified of what may happen if they didn't.   In 2014 a SAR's was asked of Barclays which they sent but it didn't give much away, but importantly neither did it mention the customer going into the branch for the help.   In 2019 the customer via a third party who also obtained a third party mandate  approached the bank with a lengthy correspondence asking for help, they gave as much info as they could.   A month later then bank stated they believed they had not acted incorrectly as the account had been held to the good by the miniumum payments on the account being met, in short unless the account tripped they would not know there was a problem.   It was pointed out to the bank that under the terms of the original agreement and backed up by a letter from the bank way back as early as 2003 that the overdraft had been increased and that the account would be reviewed annually and that the account for the overdraft to remain in place would need to be kept in good order.    It's clear no annual review from at least 2006 had taken place as 'good order' was that the account was to be seen to be going in and out of credit whch of course was not the case, it hasn't been in the black since 2005/6   The bank refused to budge , also denied that the customer had been into the branch in 2012 and in any case as it was 2019 they didn't have to go that far back with a complaint if it had not been raised before.   Thats stage 1   A complaint was raised with the Ombudsman in late 2019, they accepted the complaint and lodged with Barclays that an account had been logged and that they (Ombudsman) were thus engaged on the account.   In the meantime the customer continued to maintain the account with Barclays as per the previous 13 years at the same time as providing info to the Ombudsman when it was requested.   Barclays wrote asking the customer to call them, but they had been put on notice in the original complaint that the Customer wanted all communication in writing, three times barclays asked for them to call despite them knowing the customer was 'vulnerable'  and still they continued the account knowing that the customer was only paying them out of the disability payments etc...   Barclays were sent 3 letters via signed delivery asking that all communication be put in writing, the customer wanted to establish a papertrail so no room for error or misinterpretation similar to Barclays 2012 denial that the customer had been into the branch, all 3 letters were signed for all 3 letters went unanswered.   Late 2019/early 2020 Barclays were out of desperation contacted on the phone but as the account had not been placed in collections' then nobody from the department could speak to the customer ????   In or around March 2020 the Ombudsman wrote to the customer stating they were a week away from a resolution and that they were just awaiting for it to be signed off by a senior investigator.   3 weeks later Covid hit but no resolution had been sent, a month or so later an email was sent to the Ombudsman requesting clarification and a month later they wrote back saying 'it's a week away (again) and they'll be in touch and then the case went cold, nothing heard and no return of phone calls to them.   After months of delays and after not hearing from the Ombudsman a letter was sent to one of their senior Ombudsman who replied that they'd take a look and be back in touch in a week and which they were and where they stated that the case: A: Should not have been taken on by the original investigator as it was above their remit, it should also have been picked up by another investigator when it was looked at during the initial process but again it wasn't. B: As the case had been incorrectly assigned it was then unassigned and placed on hold and for the following reason: C :  The case was of a sort that the banks and the Ombudsman have been discussing, no reasons for the discussion was given but as the case fell into this criteria it was on hold pending the discussions being concluded by the banks/ombudsman.   In short just over 12 months of the case first being allocated/engaged it had been unallocated/disengaged and placed on hold.   A second complaint was therefore lodged with the Ombudsman which was duly investigated and a nominal amount was offered for what they stated was poor service.  This amount was refused and the complaint was then sent to the Assessor (next step) but they wrote back stating that until the case had been finalised by the Ombudsman the assessor would not be able to investigate the complaint.   Updated were occasionally given by the Ombudsman on the state of the original complaint against Barclays but even that dropped into the abyss early 2021.    After a recent request to the Ombudsman to ask if the 2019 onwards discussions with the banks had been concluded an email was sent back saying that the case was just about to be reallocated (no answer as to if their discussions had concluded.   A week later an new case investigator was placed onto the case, they had written to Barclays and were awaiting their response.   1 week later they investigator came back with:   Barclays are offering to write the account off and to close the account.   And that is where they're stuck,  15yrs of overdrafts fees being paid, (almost 2.7 times the orignal amount of the o/d) with Barclays refusing to budge, then out of the blue came the offer.   The offer is on the table for a few weeks, but is it an offer to take?   When intial contact was made the bank with the complaint in 2019 they did nothing on the o/d account but very quickly (1 week) shut down one of the Barclayscard credit cards the customer had with them and placed the other at £250 limit (the limits before that were collectively 25k but had not been used for some years)     I have read somewhere that this 'credit card' balance reduction affected the credit worthability of a credit card holder, it's an indirect hit on them and this seems borne out as although the customer has a good credit record (not really facilitating it) they have been refused credit from a source they have always used and who they have never had any problem with before and this is only after the Barclaycard issue.     Sorry for the elognated post but for me, the offer whilst it may seem ok, well if it's their offer now and whilst they may withdraw the offer I think it has more legs? The customer should never have bee allowed to get where they've been for the last 15 years......Barclays have had considerably more than the original o/d and they want to stick to terms and conditions but then seem to flout them themselves by not conducting regular reviews or even as recent as knowing a customer is struggling and they still continue onwards unabated.     Deb                                                          
    • cash cowed blind. just run the sb date to infinity for 15yrs.     who are moorcrofts client please   and i bet you have a bank account and or a card with hsbc too...
    • It was for an HSBC personal bank loan of 20k Was passed onto metropolitan collection services which agreed the £1 payment plan and have paid them every month since and they have left me alone. The new DCA is moorcroft and balance is still roughly them same.  I have always paid the agreed £1 as if I got a ccj I would lose my job.
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Problem with Exclusive Leather Sofas of Cannock

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I ordered a leather electrically operated reclining chair from ELS' Chester Branch (now closed) on 29/06/07 and paid £475 deposit (by cheque) on the full price of £975.


The balance of £500 was paid (again by cheque) to the Cannock Office on 13/11/07 prior to delivery of chair to my home on 27/11/07.


I telephoned ELS two days after delivery to report noticing that the rear base of the metal frame was compressing the chair's electrical wiring and pressing on the motor when the chair was reclined. This resulted in a 'technician' attending a week later, but he didn't seem to have remedied the problem.


On 21st January 2008, I reported to ELS Cannock that the chair's mechanism had ceased to function completely - leaving the chair stuck in the fully reclined position until 30th January 2008, when another 'technician' attended. He discovered - much to my alarm - that the metal frame of the chair had cut through the wiring, exposing bare electrical wires, which would then have had direct contact with the metal frame of the chair. The 'technician' was unable to repair the chair and left saying that he would order a new motor and transformer for it. Another 'technician' attended on 18th February to fit a new motor, but thereafter the mechanism remained 'dead' - prompting him to say that a new transformer, which he didn't have, was needed.


The chair has now been out of commission since 21st January.


I wrote to Jane Bolton, Company Manager of ELS, on 18th February - notifying her that under the provisions of 'Sale of Goods' legislation I was rejecting the chair with its defective/dangerous electrics as 'not being fit for purpose' and asking for it to be collected and a full refund made. A reminder letter has been sent on 7th March 2008 but the communications have not secured any written response. When I managed to speak to Jane Bolton on the phone, she simply said it is not their policy to give refunds.


I now intend to pursue the matter with vigour against ELS through the Small Claims Procedure and have already received very helpful advice from biffa99 in this regard.


My purpose in posting this information is twofold:-


1. I would appreciate any further advice from Forum members.

2. There is an opportunity to warn others of Exclusive Leather Sofas' post-sale conduct and also the lesson that paying by credit card as opposed to cheque for an expensive item would have afforded an alternative remedy to commencing Small Claims procedings against the retailer.


Postings by others with complaints about ELS reinforces my belief that they don't care about customer satisfaction or their reputation once they have secured a sale.

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Hi and welcome to CAG


I have asked that your thread be moved to a part of the Forum where you will get the best response




Any typos spelling mistakes are due to leprechauns in my keyboard they move the letters around sometimes (amended just for Bookie)


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I offer help and advice in good faith, based on my knowledge and experience. I am NOT a legal or financial expert. There are many CAG members and site team who are better qualified. Please do not make major decisions based on my advice alone.I do not give advice via P.M's. If anyone can correct my mistakes or improve on my advice, please do.

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When I managed to speak to Jane Bolton on the phone, she simply said it is not their policy to give refunds.



So their policy overides SOGA? think not. The problem is they will get quite some sucess from saying this and its only when peeps are better informed do they cave in, stay with it.

  • Haha 1
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Thanks for your encouragement.


I've only just discovered and registered with the Consumer Action Group after researching ELS on the Internet; found biffa99's message which brought me to the site. Great that folk are prepared to help each other with advice etc in securing consumer rights against the might of big organisations.

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Thread moved.:)





Aktiv Kapital £300.00 SETTLED IN FULL

Capital One £741.47 SETTLED IN FULL

Citi Cards £1221.00 SETTLED IN FULL

LTSB(personal) £3854.28 SETTLED IN FULL

LTSB(business) £7487.97 SETTLED IN FULL


What poor education I have received has been gained in the University of Life

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I thought I was the only one with a current battle with ELS.


Just about to submit the forms to make a claim against them.


Is there any advice as to whether it is better to go through a solicitor?


Also grateful for any advice.



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  • 5 weeks later...

Update on progress....Claim issued against ELS through Northampton County Court on 14th April 2008. Acknowledgement of Service received via County Court from Office Manager, Longford Island, Watling Street, Cannock, indicating an intention to 'defend all of the claim'. I now look forward to receiving details of the defence within 28 days of acknowledgement and then to presenting the claim in full before County Court Judge. Much useful information downloaded from Consumer Action Group (Consumer Forum site) about the manner in which ELS conduct business and treat customers with total contempt. This will be of value in demonstrating to the Court that ELS have a considerable history of failing to agree resolutions before action (or even to acknowledge any correspondence) from customers with legitimate Sale of Goods Act complaints about goods supplied of 'unsatisfactory quality'.

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  • 9 months later...

I am really concerned after reading all this negative feedback because this week I placed a deposit on a sofa in ELS and due to pay the balance this week. I really don't want to buy it now reading these awful reviews and certainly would not have ordered it seeing a number of negative complaints. Do you know if I can cancel my order and just loose the deposit. The paperwork says I cannot cancel the order as it is a legal contract- Do I have any legal rights? Is there anyone out there who has had satisfactory service from this company? Is this company linked to any other ELS stores other than the Birmingham and Cannock ones?


I would appreciate any advice


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  • 2 weeks later...



I ordered sofa 2nd November 2008 from Cannock store, 18 weeks 2 days ago, still awaiting a delivery date, and the finance company have started taking direct debit payments as ELS have told them we have had sofa. So no sofa, and money being taken! Sofa is still in italy and they don't know when it will be shipped.


So I'm certainly not happy with service! Wish I'd have read the reviews before placing the order.


So if anyone else is considering ordering from them, please take heed.

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  • 2 months later...

Having read the poor press on this company after I ordered I have been extremely vigilant with the order.


As expected I now have problems having reiceved my sofa!

I ordered a grade E leather and the quality of the sofa I recieved does not match of the one on display - same grade. The sofa i had selected and researched was manufactured by 'New Trend' based in Bari, Italy.


I decided to check the packaging for any info on the grades and found a label from a company called Forest Sofas. www.forestsofa.co.uk

I rang these and confirmed that the Sofa was supplied by them and 100% MADE IN THE UK.

I paid a premium price @ELS of £2,500 for a sofa that the sales person assured me was made and shipped from Italy from New Trend - hence why i waited 18 weeks!


I have since spoken to the rather unfriendly Jane Bolton @ELS and explained there is damage to the Sofa and doubts on the grade supplied. I then probed and she admitted it was UK made. I explained i wanted Italian product hence the order. I was advised the sales person must have been refering to another sofa nad effectively it was my word against theres.




I wonder how many other poeple believe there goods are in Italy awaiting shipment when they are in fact simply holding onto there money.


If anyone has any advise or simular experiences please let me know as I formulate my response.


***Advised after speaking to Gary Lord, rejectied Sofa to be collected this Wednesday and full refund made onto credit card & finance cancelled**

Edited by Motor Man
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  • 6 months later...

I am an ex employee of ELS. I worked there for 7 months and left due to my disagreement to the way the company was run. Customers finance applications were always activated early, containers were unable to be paid for which left customers waiting way over the 16 week delivery estimate, Jayne Bolton tells lies after lies to complaining customers in an attempt to keep the business purely because if they ask for a refund the company simply do not have the money to refund promptly. Refunds are only returned to customers after 14-21 days of receiving a complaint in writing and if the customer does not chase this every day it will never get returned. Its not just customers getting a raw deal sales staff do not even get paid on time! I'd be happy to 'translate' any lies Jayne Bolton has told you recently, she has a 'big book of excuses'

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  • 4 months later...
  • 2 months later...

Today we left a deposit with ELS Cannock for a suite that is in the store, we did not feel happy paying all upfront. I only found this site later when I was trying to find the website of ELS. I now feel a bit sick with worry hoping that everything will be ok. We said we would pay the rest when they phone with a delivery date, which should be soon as the suite is there. We did consider paying the rest by credit card but it doesn't look like they accept them. I am hoping that this order does not have the problems I have been reading about. Anyone got any advice please.

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  • 3 weeks later...

I am not going into too much detail about the problems I experienced, suffice it to say I have had exactly the same problems as most on here. I believe this operation deliberately give people the sixteen week deadline for delivery as a breathing space to assist their cash flow. We have had to wait over 32 weeks for a resolution and have finally managed to get our money back in full. One thing to be aware of for any new customer thinking of dealing with ELS. When you sign their order there are no terms and conditions on the invoice. What they craftily do is then place your invoice into a really flashy folder but cover up the T&Cs with the invoice. This is totally against Trading Standards code of practice in that they actively seek to conceal T&Cs.


So how did I get my money back: I wrote and kept copies of all correspondence and sent them by recorded delivery. You can track and trace that they have received it by using the royal mail website. They never reply and quite often say they have not received it but using Track & Trace you can see they have. Having given them several realistic deadlines I then went immediately to Stafford Trading Standards and made a formal complaint against the company based on their "Modus Operandi" and supplyied them with all my copy correspondence together with a copy of all the complaints on this website


Surprise surprise they are well known to them and were also dealing with other complaints at the same time. Trading Standards got my money refunded within 21 days and should be congratulated for their tenacity.


All the things said by others in here about excuses and delaying tactics, bullying and raising their voice at you on the phone to try and intimidate you are all true. So if you feel you are being fobbed off write to them and record your letters.


Even at the eleventh hour this company did not try and resolve by simply saying we have your suite and can we deliver it....why? because they probably hadn't even ordered it. A thoroughly unpleasant, unprofessional and unethical company to deal with...take care


My advice - If you are caught in this trap, don't lose your temper - they love that - put all you complaints in writing and use recorded delivery, give realistic deadlines and then if they don't resolve your problem, go straight to Staffordshire Trading Standards in writing with copies of everything

Edited by portugal1
Grammar & spellos
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I did receive the suite on the day promised, but I was shocked when they quoted £70.00 delivery, this was not mentioned when I bought the suite. When I refused to pay that amount, they dropped it to £30.00 as they didn't mention it at the time. I said to the delivery men that I was glad to see the suite as I heard there have been a lot complaints, they looked sheepish and didn't answer. I just hope I don't have any problems with it later on

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So OSCARDOBIE you are one of the lucky ones.....I hope! You mentioned about the delivery charge - well they didn't tell us either. Everything they do is about "smoke and mirrors". This is why they present your invoice in the flashy folder - they staple over the T&Cs which talk about the delivery charges. I hope that your suite lasts and is ok because no doubt you will have a problem getting a refund or exchange if things go wrong...just read some of the earlier posts to find out.


Or maybe they have changed their ways.....no, hold on I think I just spotted a flying pig.

Edited by portugal1
too personal
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  • 2 months later...

Hi Donna


If you look on the other Threads of Exclusive Leather Sofas it will give you some more information on what you need to do.

All the information is on the site.

Take care.


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  • 1 year later...
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