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    • Are you or do you wish to use the vehicle until we succeed with arguing and you succeed in VT?
    • Hi I hope all are ok in these trying times. I assume most of us will be in the same situation with employment etc.   I am obviously still intending to follow through my complaint against MB. However I do have to make decisions as I have found myself as will most people at this time left with a reduced minimal income, with all I can forsee is an impending up hill struggle for the forceable future.   So not sure what, if any options I still have, I am presuming VT was only an option earlier on and a court CO excludes that option,    I cant continue to honour the finance payments and cant even begin to estimate any timescales I would be again financially stable.   im trapped but want, no I need to get rid of MB all together, they can have the car and I learned the expensive way!   MB recently emailed a letter (which is copied below) in it they refer to a recent termination, this is the part that is very confusing as its my understanding they terminated the agreement in March 17.   They also inform they have placed the collections on hold, but then heres the cheeky bit, they do however want me to store the vehicle, tax and insure it, as per the agreement (the agreement that they already state was terminated) until they continue with their collection process;   Due to the Coronavirus (COVID-19) pandemic currently affecting the UK and wider world, we’re emailing to update you on what will now happen regarding the collection of your vehicle, following the termination of your Moneybarn vehicle finance agreement.   We won’t be collecting the vehicle at this time Normally, following termination of your agreement, we would arrange for an inspection and collection of the vehicle. However because of the current Government imposed lockdown, we are not currently able to collect vehicles until further notice.   What will happen next? Nothing for the moment. We’ll contact you as soon as there are any developments in the Government’s stance and we know that we’re able to resume our normal vehicle collection activity.   What do you need to do? We would appreciate if you can please keep the vehicle taxed and insured for the time being, as per the terms and conditions of your finance agreement. We hope this information is helpful and clear. Please stay safe and well, and if you need to contact us with any questions, please check out the latest information on the best way to reach us at   So they state termination, then expect to lay down instructions for me to comply with as per my finance agreement T&Cs. To look after the vehicle that they do intend to continue collection of.   If everythings terminated and in other words I have no right to the vehicle, Im not prepared to comply with instructions in line with a non existent agreement (I dont have to) and have a good mind to charge them storage.   However l would much rather just leave the car, send off V5 to change ownership and be done with it and concentrate on getting justice for their mistreatment.   
    • No it isn't funny, but there have been murmurs on Social media, dfesn't take much for twitterati and FaceBork to go off on one. Some in our area have been on about shooting the Goats in case they spread the virus, people in a panic are unpredictable.
    • If she has had a note from the NHS saying she is vulnerable and should shield, then she should stay at home, and there are special regulations for this   If not, she has choices a) go to work; asking for a copy of the risk assessment, and how she will be able to be at less risk than usual b) see a GP about her stress and get signed off c) resign   Lots of people are anxious about the current situation. Lots of people also work alone in offices or far away from people or at home.     What people don't get to do, is expect their employer to keep paying them in full, for no work, because they are anxious. So, she needs to choose. I think b) seems right for her, but tat's just based on what you have said, and no idea what her job is.
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Royal Mail destroyed parcel in transit, returned to sender then refused refund

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Got a bit of an annoying issue with Royal Mail.

Will try and keep this as brief as possible.

 

I sent a parcel to friends in Germany containing some baby clothing for which I paid just over four pound to go as a small parcel (airmail).

The parcel never arrived and six weeks after sending it out it came back to me, in a clear plastic bag from Royal Mail, my parcel was more or less obliterated, the shipping bag I used was totally shredded with the contents falling out. The address was no longer visible as that part of the mailing bag was totally ripped away. Only my return address was still legible, so it was returned to me by what the enclosed apology letter says was Royal Mail’s lost mail centre.

 

The contents although partly visible / fallen out were still undamaged, just a bit blackened from whatever caused the bag to be destroyed. (A machine ?) I managed to clean the contents (clothing ) but had to pay again to re-send them.

 

I decided to make a claim against Royal Mail for the wasted postage costs for the first attempt to send the parcel.

 

I submitted evidence of the destroyed packing and my proof of posting slip.

 

Royal Mail then requested from me proof of value of the contents as otherwise apparently they couldn’t process my claim.

 

I wrote back to them stating that I managed to salvage the contents and I didn’t have any receipts for the clothing as it wasn’t new and even if it had been I would not have kept the receipts.

I couldn’t have anticipated that Royal Mail would destroy the parcel and then asking to see receipts for the contents to be honest.

I told them I only wanted a refund for the wasted postage costs as they failed to deliver the parcel to Germany, which is what I paid for.

 

They wrote to me today refusing any compensation / refund, because (I quote) “a postage refund is only available in the event of loss. In the event of damage to an item, we will look to compensate for the damaged iten, but still no potage refund is available.”

 

They apologised for the inconvenience and that was it.

 

I am not happy about this and would still like to pursue this as they charged me for a service they failed to carry out.

What are my next options if any ?

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Had a quick read, he did very well there taking on RM.

Circumstances slightly different as he was trying to claim for actual damage to his item.

 

I just want the wasted postage costs refunded, as Royal Mail was paid to take a parcel to Germany but failed to do so.

They sent it back to me, forcing me to pay for the same service twice.

 

I think I have to escalate the complaint in the first instance and then to maybe Ofcom, I can't see a court case against RM for £4.- being a viable option for me.

I'll have a read of some other threads in this Postal forum as well

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Yes, I believe you do have to exhaust their complaints procedure before you can escalate your complaint to the Ombudsman. IMHO, RM are being very unreasonable.


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Yes, I have to go to RM internal escalations team first, but reading the other thread they seem to be as much use as a chocolate teapot.

After that I think the Postal Ombudsman is called POSTR or something similar.

I will take this further but I think for £4.- RM should refund me at this stage. They destroyed my parcel and returned the item to me and charged me for it.

Any reasonable company would refund.

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I think over the years I have been on CAG, I have lost all faith in any of the Ombudsman services.

 

 

I agree, it would be much better customer service for them to admit what they have done and refund you the postage - but that is not going to happen without a fight - they would rather stick masonry screws in their eyes before that happens !


Have we helped you ...?         Please Donate button to the Consumer Action Group

 

Uploading documents to CAG ** Instructions **

 

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

 

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy -

HERE

2: Take back control of your finances -

Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors?

Read Here

4: Staying Calm About Debt

Read Here

5: Forum rules - These have been updated -

Please Read

 

 

BCOBS

 

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

 

 

 

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

 

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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Sorry if this thread is getting a bit long in the tooth!

 

Have you tried Trading Standards? The Post Office were paid to provide a service which they failed to carry out - transporting a package safely to an address in Germany. As they failed in their part of the contract they should refund.

 

I have, in the past, successfully used Trading Standards to get refunds for Recorded Delivery items that were not signed for. My argument being I paid for a signature on delivery. The Post Office tried to argue the item had been delivered which to me was immaterial as I paid extra for the signature which they failed to provide. I got my refunds in the end though in cash after being fobbed off with a book of first class stamps (which I kept as an 'extra' compensation as they never asked for them back). I told them I had not paid them in stamps but money which I expected to be returned!

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Royal Mail has immunity from any civil loss with normal post unless sent via premium service such as special delivery.

 

Harold & Stephen Co Lts V RM {1978} 1 AII ER 939

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The OP is not claiming for loss but for failure to provide the service paid for - therefore the claim is for a refund of monies paid for a service not provided.

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When you use Royal Mail to post an item outside of premium services, as in normal 1st and 2nd class s post no contract is entered into beteween the sender and Royal Mail. You need to read the link before just dismissing it. That is case law so sets legal precedent.

 

The normal recourse is for Royal Mail is to send a sod off letter via a book of 1st class stamps

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OK, update :

 

They have sent me a cheque for £4.05 for the postage costs.

I wrote to their customer service department (e-mail) and they replied they could refund the postage costs if the item had to be re-sent

So they requested POP for the second time I sent the item to Germany which I provided them with via e-mail (scan copy was sufficient) and they sent me a cheque through the post a couple of weeks later.

 

So after a bit of e-mail writing they did in the end refund.

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