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    • I purchased an item costing approximately £3000 from an online retailer. The item was sent via Royal Mail Special Delivery. The item never arrived. Tracking shows as delivered with a signiture and printed name which is not mine. I informed the retailer and they in turn informed Royal Mail who started an investigation. After the investaigation Royal Mail said the item was delivered to a house number opposite me and that I should check with them. I checked and nothing had been received by that neighbour. After this the reailer initiated a claim with Royal Mail. It has been 5 days since then and I have not heard back from the retailer. My question is: Legally, do I really need to wait for the Royal Mail claim? As far as I see it I have a contract with the retialer. I have paid them money and they have agreed to provide me with goods. I have paid my money but not recieved the goods. The Royal Mail aspect is nothing to do with me and not my problem. Am I correct in this thinking?   If so, what should I do?
    • Hello to all on this wonderful forum! I have just joined and hope to be able to share my experiances and knowledge with you all whilst also benefitting from others.
    • The top ranking highlights China's growing influence on the word economic stage. View the full article
    • read it properly, doesn't say will anywhere. i don't think we've ever see any of these threats go anywhere.    
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    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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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!
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    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
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    • 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
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      • 31 replies

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This is the situation.


I commenced my short hold tennancy on June 7 2011 through an property letting agency rather than the landlord direct.


Now, the Letting agency have FLAT REFUSED to provide an out of office hours contact number, the only way we have of contacting them for repairs or emergencies are during office hours 9am to 5pm Monday to Friday.


Now we all know, emergencies do not stick to 9-5 Mon-Fri.


On easter Monday last, there were sparks coming from the Shower pull switch in the bathroom.


Obviously I had no way of contacting the agent so had to commision an electrician from the yellow pages to come and repair it, they had to replace the switch and all the wiring from it and the shower to the consumer unit along with a consumer unit fuse.


the cost altogether with call out, labour and parts was £420.00 (give or take a few pence)


I had to pay that myself...... because the Letting Agent refuses to give her mobile number for out of hours emergencies ( HER ACTUAL SAY ON THE MATTER WAS) I dont give my number out any more because people ring me at stupid hours on sundays. (Well correct me if i am wrong, but is that not your job as a Letting Agent for the landlord)



Where do I stand, could I be entitled to get this money back from the Agent or Landlord (Dont know who the landlord is, we only deal with the Agent)


?? Any help apprechiated.





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The shower would have been made safe by removing fuse from consumer unit for which only a call-out charge would have arisen.


Unfortunately the electrician may have taken advantage of you by doing more work than was necessary to resolve the emergency.


If the wrong fuse were fitted in the consumer unit and there was a short-circuit, it *could* have resulted in the cable from the consumer unit to shower to have been fried (and for there to have been a potential fire). This would have required replacement. Did the electrician leave behind the old cable though as evidence, as without that the agent may conclude that you were conned by electrician?


If you don't think things like that happen, an agent of mine got in a gas man to do a safety certificate on a gas fire and he condemned it because the tenant had damaged the flue and the flue was "obsolete" - he suggested to the agent that he replace the fire for around £900. Fortunately the agent contacted me. I was able to order a new flue for less than £100.

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The expensive part (probably) was replacing cable back to the consumer unit. Do you also have the cable? One would be looking to see whether the cable rating was too small for the fuse or MCB.


I still think it is possible that the electrician has ripped you off. Perhaps you could ask electrician for a report (for £420 quid he should not object to explaining what the problem was if he was legitimate).


You could also put pressure on agent to obtain evidence that the electrical installation of the house is safe. The landlord has an obligation to make sure the electrical installation is safe. You have some evidence that it may not have been safe.

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