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    • Hi,   only if it's gross misconduct. and for that, it would need to be listed in the conduct/ disciplinary policy as something which is GMC. Can you get a copy of that too?   The company are most likely worried they have a liability, because they have not trained people properly in the process to be followed... so keep pushing at that. When were you given the policy? How was it explained to you? If they cannot show they did that - how were you to know what to comply with? if you had known, you would have, of course!
    • That's my issue. I have no clue where we are and neither does my solicitor. It's like a black hole.   I had to get a solicitor as dealing with the probate office (or rather the outsourced call centre) is hell on earth and I was not in a mental state to be able to deal with the incompetence any longer. I simply couldn't take the 2 hour queues coupled with the idiots on the other end when you finally got through. One even answered with "S'up blud?" on one occasion. Another told me to send documents to the wrong address and then another berated me for doing so. It was time to pass the baton to someone used to dealing with them.   We're now 7 months down the line, which is considerably longer than the 8 weeks, or even the 3-4 months stated elsewhere.   There appears to be nobody that can be contacted. I even wrote to my MP who said that he can't get involved, although to start with simply said "get a solicitor".   There's a waiting period of something like 3 months for the ombudsman etc... so it seems that they can simply throw wills in the bin, ignore applications and just take the money and run...with impunity.
    • Its 21 days if the court didnt direct ..IE allow permission.   https://www.justice.gov.uk/courts/procedure-rules/civil/rules/part52#52.3   (3) Subject to paragraph (4) and unless the appeal court orders otherwise, an appellant’s notice must be served on each respondent— (a) as soon as practicable; and (b) in any event not later than 7 days, after it is filed.
    • Yes lots of it. I will make a seperate post for all of that when get this sorted.  burlington have came back to me to say that as i have said I won’t be handing my vehicle back that they are closing their file and handing it back to CCP to pursue their other avenues of recovery activity and that I should let my insurers know that I do not have permission to drive the vehicle from its owners.  
    • Hello,   I purchased a 4G/WiFi Apple tablet from Sky Mobile under a credit agreement about 18 months ago. There is no mobile contract associated with the device, just a  sim-free device supplied under a credit agreement.   A fault has developed with the “lock switch”. Basically won’t work unless you press it REALLY hard.   I contacted Sky mobile to discuss repair or replacement. They said, “As it’s outside of the manufacturer’s 12 month warranty, we can fix the fault, but you would be charged for it”. I told them that I disagreed and referenced the Consumer Rights Act 2015, I also referenced a document provided by Citizen’s Advice Bureau that stated they are responsible for sorting it out.   The call went no further and the agent did not want to concede. I am waiting for a call back from a “manager”, as I escalated the call.   Just looking for advice on what to do, or say next.    p.s. the fault is definitely not the result of damage. The device is well-cared for and has never left the house. Thank you in advance!  
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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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Hello, might as well use this to greet you all as well - im getting my claims against halifax ready thanks to this awesome site ! Will keep you all updated !

 

I worked in a barclays call centre until recently and have a bit of info on their refund procedures as they were when i was employed. I refunded customers charges on many occasions over the telephone.. i could only do it once as a "courtesy" if they had no charges in 12 months.. anymore required me to write an essay to the support team.

 

Heres the kicker... in 2004 we had an anti-refund meeting , and we were told by a team leader that ANY refunds given by us would come out of OUR bonus pots. So if you call a barclays telephone banking rep about charges- please consider the strain they will be under, the management play the poor front line advisors off against the customers. At that time Barclays simply offset the loss of charges by penalising its employees.

 

I hope the policy has changed.. it might have now since they have offshored some capacity to India.. no bonus pots there for sure.

 

Anyway, its the Halifax in my sights..

 

see ya !

  • Confused 1

Charges Reclaimed

 

Halifax - £192.00

 

Cases in progress

 

Lloyds TSB £400

Liverpool University £50.00

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Bonus Pots !!!!!! How many people get bonus pots - it's taking money from those who don't have it - don't be sucked in by that.

 

Bonus should be for hard work - not for taking money from the vulnerable to line the pockets of the rich !

 

J

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Joan,

 

Sorry but not a very fair reply. At the end of the day you've been told the pressure that some bank staff are placed under from above and have choosen instead to have a go at the front line staff. I'd say this is indicative of the pressure the banks put their own staff under rather than anything else.

 

Hugh

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I'm not trying to be funny, but get on to your former colleagues and tell them to speak to their union rep, and quickly. The bank is keeping its unlawful charge money and instead paying out from YOUR bonus. They are asking the staff to choose between your pay and obeying the law. Remember that since the banks insist on lying about the nature of their charges, this is fraud, and the staff will be seen as complicit. Seriously: get them onto the union before some disgruntled customer gets onto them.

HSBCLloyds TSBcontractual interestNew Tax Creditscoming for you?NTL/Virgin Media

 

Never give in ... Never yield to force; never yield to the apparently overwhelming might of the enemy. Churchill, 1941

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Humm, I reckon this is exactly the kind of thing the FSA would be interested in as part of their 'Treating customers fairly' initiative as, quite clearly, Barclays policy in this area is unlikely to result in customers being treated as they should....

 

Personally, I would send an annonomyous letter to the FSA outlining the policy...

All advice is offered in good faith based on my own research and understanding of the laws involved, however I'm not a lawyer!

 

Please dont rely on annoymous advice posted on a public forum without checking it out for yourself first!

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I only hope the shareholders of these companys do not sleep at night their greed repluses me!

adamski

Lloyds TSB (SARS) request sent 9th June 2006

£2191 Moneyclaim Issued 11/08/2006, Acknowleded 17th August Defence 14 Sep, AQ returned 5/10/2006.SETTLED IN FULL £2,670 26/11/2006/ Lloyds Credit Card SETTLED IN FULL £267

MBNA SETTLED IN FULL 15/09/2006 £829

Citicard (SARS) request sent 22nd June 2006 Moneyclaim issued 19th Sep, Defence and AQ received 5/10/2006, AQ returned 5/10/2006, part refund received 10/10/2006

GE MONEY SETTLLED IN FULL £400

Barclaycard Me and Mrs SARS sent 19/10/2006 settled £350

Welcome Finance PPI 2 accounts one settled £1018 waiting on other

GE Money PPI 1 account settled 8/5/2008 £560 2nd account SETTLED IN FULL £3,599.78p 15thAugust 2008

Lloyds TSB PPI CC complaint sent 10/04/2008

Black Horse PPI with FOS 20/05/2008

HFC PPI complaint sent 22/05/2008

 

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Are you kidding? The only thing that will disturb their peaceful slumber is the thought of the great unwashed trying in their droves to regain what's lawfully theirs! :-x

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Would it be illegal to write en masse to bank shareholders pointing out where their dividends are coming from?

HSBCLloyds TSBcontractual interestNew Tax Creditscoming for you?NTL/Virgin Media

 

Never give in ... Never yield to force; never yield to the apparently overwhelming might of the enemy. Churchill, 1941

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I wasn't going to respond on this one as it was about Barclays per se but as we are generalising on all banks now I will. I have NEVER been told to refuse a refund or not to refund a charge because it may affect my bonus. It is true that guidelines in relation to it have been tightened because refunds were being given out as though they were sweats. It would be ridiculous to suggest it to staff without someone going to the press and it appearing in the Daily Mail for all to see. Obviously, Barclays call centre staff may not read the Daily Mail!

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It is true that guidelines in relation to it have been tightened because refunds were being given out as though they were sweets.

 

And that was bad because???? :-D

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Bookworm, because what a call centre gives out as compensation, so technically still a refund, would then be expected under the same circumstances from the branch. For example, a change of address that was not actioned correctly, for us at branch it was complaint on system and making sure it was done, for telephony it was £30 compensation and post the form back. So if anything further happens customer in branch asking for compensation because the auto trigger on their chequebook has not produced a cheque book. It was ridiculous and that was why I made the comment

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Guest Battleaxe

This reminds me of when I was temping at a certain BT Call Centre. I was part of the Reject Team. Our job was to check the mis-selling of mobile phones and then have to get the customer to sign to a properly sold package. I didn't minsd the paper work, but I hated having to ring the customer and literally badger them into signing again. I hated it and they knew it, so I was moved over to the main inquiry team. I used to go out of my to help the callers. Even to the extent of sending a man the data he requested. I got hauled over the coals for that one. The other ploy was a TV monitor, telling us how many calls were in the queue and how long it took to handle a complaint, the motto get them off the line like a shot. The the names would go up of the members of the sales team and how much product in bonuses they sold for that hour. Needless to say I was out of there like a shot. I didn't last more than four months. I used to long for the fire alarms to go off, just to get away from the phones and the snooping on the staff.

So having been on the other side of BT, I do know the tricks of the trade.

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Bookworm, because what a call centre gives out as compensation, so technically still a refund, would then be expected under the same circumstances from the branch. For example, a change of address that was not actioned correctly, for us at branch it was complaint on system and making sure it was done, for telephony it was £30 compensation and post the form back. So if anything further happens customer in branch asking for compensation because the auto trigger on their chequebook has not produced a cheque book. It was ridiculous and that was why I made the comment

 

Gotcha, I think.

 

So what you're saying is that compensation refunds are lumped in the same boat as penalty charges? So when the guidelines for legitimate refunds were tightened, they also tightened on the penalty ones? Because I can tell you that trying NWB to spit out any cash back was always like trying to pull teeth in my days!

 

(Sorry, OP, hijacking Barclays thread here!) :razz:

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Bookworm, because what a call centre gives out as compensation, so technically still a refund, would then be expected under the same circumstances from the branch.

 

Bzzzt, compensation != refund. The two are very different beasts, and should be treated as such. Compensation is paid for your errors, the refunds are paid for funds you shouldn't have anyway.

HSBCLloyds TSBcontractual interestNew Tax Creditscoming for you?NTL/Virgin Media

 

Never give in ... Never yield to force; never yield to the apparently overwhelming might of the enemy. Churchill, 1941

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NatWest must be a fair bank then.. you're lucky. However in Barclays we were briefed .. &quote "refunds will come out of YOUR bonus pot".

 

Joan .. please dont snap at me - this section of the forum is for info on the workings of banks from employees and past employees - I simply gave a fact.

 

If you or anyone else doubts the pressure front line staff are under at barclays.. call 08457 555 555 and ask them what an "off track stepchange" is. Then ask them what an "IVR deficit" is. And then.. as you take them over their average handling time target, ask if they are "on track" with the number of home insurance/car insurance referrals they HAVE to give.

 

THEN.. say the name MUMBAI.

 

All i am saying is there is pressure when it comes to refunds.. so write , dont call :)

Charges Reclaimed

 

Halifax - £192.00

 

Cases in progress

 

Lloyds TSB £400

Liverpool University £50.00

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