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    • ok, so a verbal warning would not be the end of the world.  Do ask in wiring for a copy of the policy that was in force on the day you went for your test; which might be different to the policy that exists now!   But, if you are clear that you had not been briefed properly on the policy, and clearly were trying to comply - you showed good intention by taking the test and then staying home as soon as you had the results. You didn't want anyone to get sick.  it's clearly an unfortunate misunderstanding. Obviously now you know better, you'd do things differently next time.   I think if you're a good worker otherwise, this will turn out to be a storm in a teacup.   Glad to hear your colleague sounds like he's doing ok. Out of all this, that you are both doing ok is the most important thing.      
    • I thought I had answered your questions , have I missed some? I absolutely appreciate that you are trying to help, I have taken a look at the absence policy but it pertains more to full time regular members of staff. His shifts were never the same each week or month. It states that he is to contact his manager on the first day of absence  (which he did)and if longer than 7 days then he would need a sick note from the doctors he had contacted the doctor to arrange this but there was a backlog on registering patients. (he only graduated from Uni in May during the first lockdown). My concern is the affect this may have on any references. He graduated from University in May and this is the only job he has since then. I just feel that although I agree  and understand that the main point is the fact that he didn't send the email, at no point was he allowed to state his case officially.  
    • Taxhelper   Dont know how to say it, but a Genuine Thankyou   Shows what a great person you are that you are prepared to offer such advice for free .   Im vey much indebted.   Thankyuo again   stay safe    xxx
    • The choice is yours - yes, you can reopen the 2018/19 Return and resubmit it online - corrected - by the end of this month to include that overlooked expense. Alternatively you can include it in your 2019/20 Tax Return declarations if you wish.   Obviously the first action will ensure both Returns are more accurate. We do that for some of our clients now and again when they inadvertently overlook something. It's fairly usual practice. Once again .....good luck!
    • Cheers. Yes. When we applied, it was supposed to be delays of 8 weeks. That's now changed, but this seems somewhat excessive for a very simple application. There's no tax to pay, no other descendants, nobody contesting, and my sister and I are the natural beneficiaries in any case, "lost" will or not.
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 31 replies
    • Hermes lost parcel.. Read more at https://www.consumeractiongroup.co.uk/topic/422615-hermes-lost-parcel/
      • 49 replies

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Hi,

 

Need a bit of help with a incompetent insurance company and it's lack of customer support. I have been dealing with a accident claim on behalf of my brother-in-law. I have been named on the account by him as a representative as his first language is Polish. Now, I understand the DPA in regards to this, but will touch on this later if need be.

 

He had a accident 30/01 and even after numerous calls from the Monday onwards, he did not receive a courtesy car until weeks later!!! After a long battle with them to get this courtesy car, it took a further 3 weeks to email a simple document to them. It went to a salvage company on the 24/02 and we have only just received this on 09/03.

 

We have agreed to have the vehicle back, minus the excess (£350), salvage cost and hidden charges (£1100) and there engineer's inspection valuation (£1250). So we are left with a figure we're not really that happy with, and considering that they estimated costs to be around £5,500 - the cheque still has a bit of reach to go before we are satisfied. Now, I really feel the need to be determined to get some compensation from them for not being able to eat my dinner on my dinner break, as they are not open on Saturdays and I work 7am-6pm M-F (they open 9am-6pm!).

 

I'm not sure how to attempt a second offer, or more. The costs my brother-in-law incurred over the time he has had no vehicle, only had the coutesy car for 2 full days, still not in reciept of this so called cheque deserves some recoil? I spent so long speaking to pretty much every team member from one manager that it did not strike a light with them. Even the salvage company commented on how poorly this Insurance company conducts its business.

 

Can any one help me repel back at them with this case of time spent and actual turn around? It grieved me to help, but being family and all I felt I had to step in after he called every day of the first week and got no-where! I suppose the question is, is where do I start to reject there first offer? Not only that, but request compensation for lack of communication within a team, let alone different departments. Lack of communication with the Customer, only one call received after numerous broken promises. Additional costs for travel to the policy holder being without a vehicle, and as it still stands no settlement cheque?

 

A long winded question, but thought I would post up as much information on it as possible to give the best possible scenario. Any help would be greatly appreciated.

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Just a couple of questions:

 

1. Is there a third party to claim off?

2. What are the "hidden charges" exactly?

3. Are these amounts you quote being taken off the vehicle valuation?

4. What exactly does the policy state with regards to a courtesy car in terms of availability and length?

 

Asides those, one thing NOT to do is to call your insurer. Advisors are there to hit targets which are rarely inducive to customer service. You will also find that advisors have little or no knowledge of insurance law, and speaking to a team leader is a waste of time as they usually have less knowledge.

 

Write in to them instead and insist on written replies - it has the advantage of being easily reproducable should this go to the FOS.

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1. Is there a third party to claim off?

 

He went into a vehicle, that went into a vehicle - if that makes sense? If not, he went into the back of a van of which already hit another vehicle in front of him. Even though we are being blamed for all the accident, because the Van driver did not signal (brake lights/hazards etc) there was no warning. We are not to blame for him going into the vehicle in front of him.

 

2. What are the "hidden charges" exactly?

 

So far to say, they are charging me for storage (?!?) and pick up costs (?!). Even though from the start, we requested the vehicle back.

 

3. Are these amounts you quote being taken off the vehicle valuation?

 

These are the amounts I was advised over the phone, I have requested that it is put in writing to me to the policy holders address.

 

4. What exactly does the policy state with regards to a courtesy car in terms of availability and length?

 

Not entirely sure as we do not have a copy of the policy, only option is the downloadable one, of which we have no access to currently (have also requested copy of this via post). However when speaking with the Insurance company, they informed me that the policy DOES include a courtesy car.

 

If there are any more questions, please ask.

 

Thanks again.

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Can anyone help me with this situtation please?

 

I'm sorry to push, but it's been so long now, and I am tired of dealing with the Insurance to be honest.

 

Thanks again.

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Can anyone help me with this situtation please?

 

I'm sorry to push, but it's been so long now, and I am tired of dealing with the Insurance to be honest.

 

Thanks again.

 

I've never heard of a policyholder being required to pay their own storage and pick-up costs. This doesn't sound right to me. Is your brother in law insured via a really obscure insurer/broker? Maybe they are taking advantage of him because he's not familiar with the English language or UK laws.

 

I remember reading an article a few months ago about unlicensed (or dodgy) brokers targeting vulnerable groups in society and selling them unsuitable policies or even worthless policies. It sounds like your brother in law may have been sold a really basic policy with many of the standard features missing.

 

Is your brother in law keeping the salvage (or the value of it)? In that case, it is normal for the value of the salvage to be deducted from the final settlement.

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AS far as I know, the salvage costs are included pick-up and storage, including breaker charge (if it were we did not request the car back). He has taken the car back, so in effect the Insurance company are right to take off the salvage costs, but storage and collection? Not only that, but the offer they have sent us, it's just not acceptable! How do I argue this offer and get it reviewed?

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