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    • Hello everyone! I have just stumbled upon this website and read through some of the topics. Unfortunately the thing that I was incredibly scared of happened: Hermes lost my package. I would like to ask you guys to help me. I have never been in this situation and I am really not sure what to do. So I wanted to return a laptop I bought on Amazon (worth £2000) using Hermes. As Amazon couldn't create a drop off label for the item they advised me to send the item back myself, after which they would issue the refund to me. (Also there was no option for them to print a hermes return label, which is weird). I dropped the item off at one of Hermes' drop off locations (ParcelShop) on the 2nd of October around 13:00. I have waited more than three weeks now and the tracking still hasn't been updated. It is stuck at "We've collected your parcel from the drop off point and it's on its way" - 3rd Oct 13:02. I have contacted Hermes regarding this issue and I got the following reply:  Thanks for getting in touch with us about parcel number ###. We're so are sorry that despite an extensive investigation, we haven't been able locate your parcel. We appreciate that this is not the outcome you were hoping for, however, we do offer cover to assist in this situation and we will happily support you through the process of making a claim. During our claims process, if your parcel is located, we will endeavour to deliver this to your recipient as quickly as possible. Our aim is always to complete all claims within 14 working days of receipt. https://support.myhermes.co.uk/app/ask Should you wish to submit your claim, please complete the following online form: https://support.myhermes.co...... Please note if you choose to refund your customer before this claim is finalised then you must do so at your own risk. If the parcel is located it will be delivered to the intended recipient and the claim will be closed Now I have submitted a claim but the maximum value that I can claim for was 999 (half of the original value) and also I didn't buy any insurance (because it tops out at 300 only...) so I am sure I am not eligible for a compensation (plus laptops are on the non-compensation list). So I am thinking about suing them for negligence and I would very much appreciate if someone could help me with this. Do you think I have a right for a full refund? After all they lost something that was mine. I feel like there must be a way to make them liable for this. Another question: amazon doesn't really want to help me, they tell me that it is Hermes's fault and they can't help me with the refund unless they get the laptop. I was told that if THEY issued the Hermes return label, they would have been able to refund me. But in this case I organized the return so they can't help me. But I am not sure if they realize that it was THEIR customer services assistant who told me to send the laptop by a choice of my courier (there were only two shipping methods for the return: me organising the whole shipping part myself or hermes home-pickup. First I opted for the latter but after waiting 5 days for them to collect it I contacted amazon where they told me they would cancel the refund process and I should send it by myself). Please help me guys, I am torn, I feel like my hands are completely tied here. Thanks for any help!  
    • If thats your driver, you must be bloody furious at the utter cobblers (referred) spun in the leave campaign then.  
    • This was my first (and last!) experience using Hermes to deliver a parcel. I learnt the hard way...    I posted a valuable item (my precious & perfect guitar) with Hermes that was delivered damaged. I paid for insurance and after an absolute nightmare getting in touch with them, then waiting 28 days, they said it is not covered.   However the recipient stated there is signs of rough handling to the package, therefore Hermes are still at fault. When I responded with this to them they replied:   ..."I assure you that any damage is not a lack of care from our couriers; they take great care of all our parcels in transit. Any damage done to parcels within our delivery process will have occurred whilst being sorted by the automated, heavy machinery within one of our large depots."   Surely this does not absolve them of liability?!   I sold my guitar on ebay for £265 and have had to refund this plus the £20 postage I paid in good faith that my guitar would reach the buyer intact.   I now am out of pocket and with my once pristine guitar damaged.   I am heartbroken about it, plus the stress it's caused, was only even selling due to being a new mum and not currently working, I could cry (well I have several times). Anyway was just looking for any advice re: attempting to take further cheers.
    • Pleased we can at least agree on that.  
    • I will await the final confirmation tomorrow I also attach the Draft Order, please can these be checked Andyorch and BankFodder before I submit these online tomorrow I of course will amend the details to add the names etc before I send this. In the Leicester county court Claim No. ... Before District Judge ……… Dated 23//10 20… Claimant/s Mrs XXXXXXX   and Defendant Goosedale Draft Order     IT IS ORDERED THAT: 1. . Pursuant to CPR 19.4.1 and CPR 19.2.2 (a) it is requested that a second claimant Mrs xxxxxx be added to this claim. It is desirable to add the new party so that the court can resolve all the matters in dispute in the proceedings. 2. The proposed amended particulars of claim be reserved Pursuant to Practice Direction 19 ( 2.1 ) ###### End of Order ######     Amended Particulars of claim for N1.   The claimant and second claimant joinder seek reimbursement of £7700 paid to the defendant on XXX date 2019 in respect of a frustrated contract for a wedding venue booked for the XX date 2020 and which was cancelled by the defendant as a result of implementing government restrictions in respect of Covid 19 Legislation.The principle claimant makes this claim pursuant to Contracts (Rights of Third Parties) Act 1999. The defendant has refused to refund the contract price. The claimant seeks £7700 plus interest plus costs.     N244_web_0818 COMPE.pdf
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    • Hermes lost parcel.. Read more at https://www.consumeractiongroup.co.uk/topic/422615-hermes-lost-parcel/
      • 49 replies
    • Oven repair. https://www.consumeractiongroup.co.uk/topic/427690-oven-repair/&do=findComment&comment=5073391
      • 49 replies
    • I came across this discussion recently and just wanted to give my experience of A Shade Greener that may help others regarding their boiler finance agreement.
      We had a 10yr  finance contract for a boiler fitted July 2015.
      After a summer of discontent with ASG I discovered that if you have paid HALF the agreement or more you can legally return the boiler to them at no cost to yourself. I've just returned mine the feeling is liberating.
      It all started mid summer during lockdown when they refused to service our boiler because we didn't have a loft ladder or flooring installed despite the fact AS installed the boiler. and had previosuly serviced it without issue for 4yrs. After consulting with an independent installer I was informed that if this was the case then ASG had breached building regulations,  this was duly reported to Gas Safe to investigate and even then ASG refused to accept blame and repeatedly said it was my problem. Anyway Gas Safe found them in breach of building regs and a compromise was reached.
      A month later and ASG attended to service our boiler but in the process left the boiler unusuable as it kept losing pressure not to mention they had damaged the filling loop in the process which they said was my responsibilty not theres and would charge me to repair, so generous of them! Soon after reporting the fault I got a letter stating it was time we arranged a powerflush on our heating system which they make you do after 5 years even though there's nothing in the contract that states this. Coincidence?
      After a few heated exchanges with ASG (pardon the pun) I decided to pull the plug and cancel our agreement.
      The boiler was removed and replaced by a reputable installer,  and the old boiler was returned to ASG thus ending our contract with them. What's mad is I saved in excess of £1000 in the long run and got a new boiler with a brand new 12yr warranty. 
      You only have to look at TrustPilot to get an idea of what this company is like.
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    • Dazza a few months ago I discovered a good friend of mine who had ten debts with cards and catalogues which he was slavishly paying off at detriment to his own family quality of life, and I mean hardship, not just absence of second holidays or flat screen TV's.
      I wrote to all his creditors asking for supporting documents and not one could provide any material that would allow them to enforce the debt.
      As a result he stopped paying and they have been unable to do anything, one even admitted it was unenforceable.
      If circumstances have got to the point where you are finding it unmanageable you must ask yourself why you feel the need to pay.  I guarantee you that these companies have built bad debt into their business model and no one over there is losing any sleep over your debt to them!  They will see you as a victim and cash cow and they will be reluctant to discuss final offers, only ways to keep you paying with threats of court action or seizing your assets if you have any.
      They are not your friends and you owe them no loyalty or moral duty, that must remain only for yourself and your family.
      If it was me I would send them all a CCA request.   I would bet that not one will provide the correct response and you can quite legally stop paying them until such time as they do provide a response.   Even when they do you should check back here as they mostly send dodgy photo copies or generic rubbish that has no connection with your supposed debt.
      The money you are paying them should, as far as you are able, be put to a savings account for yourself and as a means of paying of one of these fleecers should they ever manage to get to to the point of a successful court judgement.  After six years they will not be able to start court action and that money will then become yours.
      They will of course pursue you for the funds and pass your file around various departments of their business and out to third parties.
      Your response is that you should treat it as a hobby.  I have numerous files of correspondence each faithfully organised showing the various letters from different DCA;s , solicitors etc with a mix of threats, inducements and offers.   It is like my stamp collection and I show it to anyone who is interested!
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A possibility for sure. Have you any links to the newspaper stories?


I am always suspicious of supposedly secure BWC footage and bailiffs use of it.


Great detective work seanamarts, that bailiff and husband seem to be a particularly nasty pair.

We could do with some help from you.



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The bailiff: A 12th Century solution re-branded as Enforcement Agents for the 21st Century to seize and sell debtors goods as before Oh so Dickensian!

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:-) empty now. Marstons still seem to think they are above the Law and need investigating, however DVLA are the prime movers in your son's case the whole sorry mess is down to them, so go get them girl.

We could do with some help from you.



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


If you want advice on your thread please PM me a link to your thread


The bailiff: A 12th Century solution re-branded as Enforcement Agents for the 21st Century to seize and sell debtors goods as before Oh so Dickensian!

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if its in the public domain you are quite ok to post a link to the article here

please don't hit Quote...just type we know what we said earlier..


DCA's view debtors as suckers, marks and mugs


NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..


If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 



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If I provide the link it will show who the bailiff is.


Yesterday I put up some info in a spotted page for clacton,

just generally asking people if they have had any issues with regards to this bailiff,

i mentioned no names.


I was overwhelmed by the amount of messages I received from people who have placed in a complaint about her and who wants to complain.


Most of them were for the same thing as I have complained about.

No 7 day notice

Threats with a lock smith

Clamping cars that did not belong to a debtor and not releasing them even when proof has been shown.

bullying and threats to call the police if they didnt pay.

Forcing her way into a property when a child answered the door.

pushing past a heavily pregnant lady to get into the property.


With this complaint, Marstons sent a bunch of flowers and the complaint is still at the first stage.

Overcharging people, no paperwork showing the fees and charges, the list goes on.


This woman is a total nightmare.


These were all mainly to do with PCNs, some of which could have been taken back to the TEC if people knew they had them.


To top it off, her mother started ranting on that now her daughter is being promoted so she doesnt have to deal with people at their address anymore so she cant be as bad as what people have made out. Seriously!!


If this is the kind of bailiff Marstons want working for them then Im totally shocked that they are letting her get away with this as she is costing Marstons hundreds of pounds.


This woman has only been a bailiff since November last year, she is nothing but a bully and a total liar.


Certainly hasnt been trained to the standards that they are meant to be, unless Marstons are back to their old tricks again.


Today I have had another 2 more people asking for help with regards to placing a complaint against this bailiff,


again no 7 day notice and threats of entry with a lock smith, she pushed past another debtor and placed her foot in the door to prevent it being closed.


Threatened to take tools of the trade and threatened to break into a property because the tools were removed from a works van that was clamped.


This bailiff is waiting over 6 months to execute warrants??


Once again one of these was a vulnerable house hold and this bailiff refused to take this on board.

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  • 2 weeks later...


No update really, Marstons seem to be really dragging their feet here on replying and sending information that has been requested through a SAR.

Stage 2 has gone off and a reminder has had to be sent as its been well over the 10 day mark.

Another compliant has gone in with regards to another person.

I thought Marstons was meant to of been getting better?

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  • 4 weeks later...

Another update, still nothing.

However I have some good news for the 3rd complaint that was put in. A payment for £235 was returned. However the bailiff in question reported that she didnt attend on the day in question and yet again there was no recordings made even though she was requested by the person to turn it on and she said that it had been turned on.


Still no further forward with the SAR that was sent well over 40 days ago, in fact we are now reaching the 3rd month since it was requested. still nothing on the stage 2 complaint procedure. I have sent in everything they have requested and yet still nothing apart from an acknowledgement that they have received the emails.


So now going to write via snail mail to the CEO and place the complaint with the Ombudsman.

I cant see what else I can do here.

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You have 2 routes for non-Compliance of the SAR:


ICO - will probably take forever and no doubt will end up telling them they have been very naughty

Court - submit an N1 but be warned it is classed as a non-money claim so the fee is reasonably steep. Does make them sit up and take notice though as they could b held in Contempt if ordered to comply.

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You have 2 routes for non-Compliance of the SAR:


ICO - will probably take forever and no doubt will end up telling them they have been very naughty

Court - submit an N1 but be warned it is classed as a non-money claim so the fee is reasonably steep. Does make them sit up and take notice though as they could b held in Contempt if ordered to comply.


Dont really want to go the court route and throw money at this as im trying to get money back.

However Ive been in touch with the DVLA with regards to my sons case and they are not having any of it. Going to stage two complaints with that one as well, They have also told me to make an application to the court with regards to the fine. He was fined £200 plus £130 costs, which I find this very steep indeed. I was on the understanding that this was a £100 fine with £80 costs. Its like they have doubled it. They have admitted that they received a letter stating that the car was no longer with my son and that they had sent back all the relevant paperwork, but that it was too late as now a charge had gone against him.

So now writing to the court and placing a complaint with the Ombudsman as I know the ICO will drag their feet just as Marstons have done.

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