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    • Most contracts are subject to the Consumer Contracts Regulations 2013 which provide that you have a cooling off period of 14 days when you make a contract online or off premises. Unfortunately there are various exemptions and insurance contracts is one of them. It's hugely unfair in my view. Obviously if the insurance cover has already started then it may well be fair – but for a contract to start and insurance cover in the future, it seems to me that there should be a right to cancel at least until the beginning of the cover. So the answer is – yes they are entitled to levy a charge although that charge has to be reasonable and to reflect their administrative losses caused by your breach of contract. £29 sounds a little bit on the steep side and you can make an issue of it if you wanted. That means that you could require them to give you a detailed breakdown as to how this reflects their administrative losses and if you felt that you disbelieve them, you could decide to issue a claim and take it to the Small Claims Court. I would say that in the event there is a very high chance that they would back down simply because it wouldn't be worth their while to defend – but you can't bank on this and it would be a risk to you.  
    • Yes please - as requested above please will you post the claim form and the judgment in pdf format
    • Hi,   I searched online for an insurance company using compare the market. Sheila's wheels came out with the best quote so I telephoned them to arrange the purchase. After I had paid out the initial amount of £70 and agreed a direct debit I then cancelled my soon to expire Insurance policy. I immediately received an email from that insurance company informing me I no longer had my no claims bonus due to an accident last June. I telephoned Shelia's Wheels to explain that I had made an error, instead of 3 (which I had put on my original agreement), I had now been informed I had none. They put the policy up by another £300, so I asked to cancel. They now want to charge me 29 pound something for cancelling. I made the mistake with the no claims bonus because compare the market keeps a record of my information & this was what was in that information about me, including the date of my accident.    Do they  have a right to charge me? My insurance would have taken effect on the 15th November 2019.   Thank you.
    • I'm on happy pills (anti depressants) but they aren't cutting the mustard anymore and I do need to see my GP soon to see if he can help in anyway. With regards to gambling it's so complicated; through my life I have made money (as well as having had some jobs)  being a "professional gambler" (gambling where the odds are in your favour - think card counting for example, fruit machines years ago for a long time.... Other things.) But I've also been totally compulsive at the same time. It;'s so entrenched in my psyche that it's hard to imagine just giving it up totally. I also have drug issues that have plagued me and it's a shame because I am fairly intelligent and could have been successful in life in theory but mainly due to those two things (and not really having any drive, ambition, whatever... I could go on and on but this isn't a therapy forum :P) I've not managed to. I'm 36 by the way. Cheers
    • Oh I just remembered I have a long defaulted account with Halifax balance approx £3700 I believe (from around 2015) but they aren't chasing me for it or anything. It was actually over £5000 but they refunded me a load of unfair charges (their words)  This does however push me over the £20,000 limit for a DRO I think?  
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Tallpauls

Laura Ashley ‘computer says no’

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On 28th October we ordered a bed for my elderly parents to sleep on over Christmas, also ordered a sofa and a chair. The delivery was confirmed for the 21st December (as per the online marketing). The store accidently cancelled the order and the first we knew about it was a call several weeks later by the delivery team to confirm a delivery date of 11th January. Too late to order elsewhere.

After many hours and numerous calls and to Laura Ashley it has become apparent that they genuinely do not care less and have tried nothing to resolve the issue. I have even offered to collect the items but told that health and safety protocols prevent this.

 

Any mention of compensation and they freeze. I am part of a process that is designed to frustrate you into submission by passing from pillar to post with the expectation that the customer will simply passively wait for paid for items (Circa £2000) to arrive at Laura Ashley’s convenience. In the meantime my elderly parents will have no option but to sadly spend Christmas with other family members.

The Laura Ashley team and their customer help is as follows…

Emma – Harlow store manager; No courtesy call when the mistake was made. Does not know the title of the customer service person dealing with my complaint or anyone to escalate with. No follow up to my complaint.

Jason – Regional Director; informed of mistake and complaint, no courtesy call and no help to resolve.

Matthew – Customer service team; told me calls were recorded this was later contradicted by customer relations. Repeatedly informed me of the process and protocol and lied about the actual reason for another order number creation. Told protocol was not followed when I left a message for him to call.

Nikki – Customer relations management team; gave me her direct line, never returned 6 calls from me or the store. When asked what she would do in my situation she said she was unable to respond ‘computer says no’

Mandy - Customer relations management team leader; not in, unavailable for escalation

Helen – Head of Customer relations - not in, unavailable for escalation

Kwan – CEO, not able to address correspondence directly to him as they are not allowed to give out any contact details.

When asked if I can escalate beyond the 1 customer relations team member I was informed that the rest of the senior team worked in another office and they do not accept phone calls. I informed Nikki that I was going to present my experience on the sites below; she couldn’t even repeat exactly what I had said.

• Consumer Action Group

• Ciao

• Trust Pilot

• Review Centre

• Mary Portas secret shopper

Edited by Tallpauls

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KC.Ng@lauraashley.com is the ceo email :) try there

 

be firm, polite, and state how you require it resolving

 

so far i only have good experiances from ceo's

Edited by labrat

Please note:

 

  • I am employed in the IT sector of a high street retail chain but am not posting in any official capacity,so therefore any comments,suggestions or opinions are expressly personal ones and should not be viewed as an endorsement or with agreement of any company.
  • i am not legal trained in any form.
  • I have many experiences in life and do often use these in my posts

if ive been helpful kick my scales, if ive been unhelpful kick the scales of the person more helpful :eek:

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let us all know how you go


Please note:

 

  • I am employed in the IT sector of a high street retail chain but am not posting in any official capacity,so therefore any comments,suggestions or opinions are expressly personal ones and should not be viewed as an endorsement or with agreement of any company.
  • i am not legal trained in any form.
  • I have many experiences in life and do often use these in my posts

if ive been helpful kick my scales, if ive been unhelpful kick the scales of the person more helpful :eek:

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I tried emailing the CX a few weeks ago. The reply came from the UK Customer Relations Manager and was useless. Perhaps because it was her team I was complaining about!

"I refer to your email addressed to Mr Kwan Cheong Ng, Chief Executive Officer. Mr Ng has asked me to respond on his behalf."

Just about to post my own experience with LA - not good. A poor product ( 3 times) made worse by terrible service.

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just cancel order and get your money, if you paid already and go elsewhere.

that they dont like, and somebody will have to explain why!

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Exectly what I did do. Now have the refund and looking in the sales!

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