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    • Great thanks! I have refined it -    ‘Dear Prosecutions Manager,   I would first of all like to start my response by saying how deeply sorry I am. I realise my actions were wrong and it is in no way representative of how much respect I have for Southeastern and their staff.  I am remorseful about the poor decision I have made. I’d like to try and explain my circumstances at the time I evaded my fare. I have recently returned to work but I have been on reduced pay for a while due to COVID-19 which led to me committing the incident mentioned. Additionally, I have been under stress as both my parents have been diagnosed with long term illnesses during the pandemic and I have been concerned about travelling and exposing them to COVID-19. Although I don’t live with them, they have been reliant on me during the pandemic to collect shopping, medication and support them throughout hospital and doctor’s appointments. The extra pressure has taken a toll on my mental health and I have consequently made a careless choice. I was so ashamed of myself when I was stopped by the Revenue Protection Officer and since then, I have ensured I have paid full fare for every journey I have made. The consequences of my actions have weighed heavily on my mind since. I am concerned that a possible prosecution would ruin any future employment opportunities and I would really like to settle this out of court with a contribution towards the administration costs as compensation for my actions. I am regretful of the extra pressure and inconvenience caused to all involved and would like to make amends.. I’d like to end this letter by saying that I understand the gravity of my actions and will never travel without a valid ticket in future. I thank you for taking the time to read my response and I appreciate any leniency you can show in this matter.’
    • Hopefully this has done it, thank you for your help   Evergreens.pdf
    • In 2016 my business was subject to a fraud regarding a Rolex watch which we had taken in as part exchange from a local and well known customer. We took his steel Rolex and he paid a few thousand £s extra and bought a pre owned gold one from us.  Having bought his watch, part of the deal was we would not sell it until he returned from over wintering  in Australia after a few months. Upon his return he was planning to either part exchange the pre owned gold one back and buy a brand new version of it,  or he might like to simply  buy his original one back.  The watch therefore sat in my safe for nearly a year. At which point we attempted to contact the customer only to find his obituary. He was ill before he travelled so we suspect he knew he might not return.   It was a few weeks before Christmas so we put his (which was now ours) watch in the window (as it was) to sell and sold it within a few days. Had it not sold before Christmas we  would have sent it to Rolex for service and refurbishment, and subsequently offer it for a higher price in the spring (Rolex would also have identified it as fake). Two years later the customer that bought the watch returned it quite upset after he had sent it to a national watch buyer to sell, but was told it was a high end counterfeit (ie not your $20 Chinese throwaway, but one purposely manufactured to deceive).   After some checking ourselves, we refunded the customer and spoke with our insurers.   Our business insurance provided all risks cover with a few exclusions (terrorism etc) and was a very well known policy that many/most UK retail jewellers take up. Indeed we had held the policy for many years.  Fraud is an insured risk.   It is my view that a customer selling us a fake watch is a fraud. The broker enquired with underwriters and they have said it is not covered. I am not satisfied and have asked the broker to send me the wording of the policy so I can read the exclusions. I am told they have searched their archive but cannot find the policy so cannot send it to me. They have asked me if I have my copy? I haven't found my policy document either and fear I threw it away upon renewal. But wonder, if I do keep looking, whether it would be a good tactic to let them have my copy. We have been renovating the house for a year and the attic is absolutely chock a block with stuff, a thorough search through the old books would take a week or more.  I have suggested if they cannot find the wording sold with my policy they should settle the claim. Clearly they cannot reject the claim without the wording? It sounds odd to me that they even need to retrieve the policy to find the wording.    I am quite certain a claim for fraud is an insured risk. I guess somebody has to judge whether the transaction was fraudulent first though. I am quite happy to issue a summons if the insurers reject my claim by trying to suggest the risk was not covered (unless it obviously isn't), which is why we need the wording.   Comments and a strategy would be very useful to understand whether or how to proceed. The claim is for £3500.
    • So let’s say you won’t get more than 1 hour for lunch, so 48Hr/wk is your paid hours. That gives you 2496Hrs/yr at £20k yours hourly rate is £8.01/Hr.    if you are 21 or 22 you should be on £8.36 23 or over takes you to £8.91   so unless you are younger than 21 you are below minimum wage and they are breaking the law if those are the hours you are contracted for. 
    • you read UPLOAD use jpg to redact then convert and merge to PDF.
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    • Ebay Packlink and Hermes - destroyed item as it was "damaged". https://www.consumeractiongroup.co.uk/topic/430396-ebay-packlink-and-hermes-destroyed-item-as-it-was-damaged/&do=findComment&comment=5087347
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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!
       
       
        • Thanks
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Lloyds Bank Fraud & Frequent Complainers Team


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Did you know Lloyds Banking Group (LBG) has a Fraud & Frequent Complainers Team? If you make one too many complaints to LBG, they will refer any and all future complaints to this team to complaint manage!

 

I have recently had cause to complain to LBG about a number of issues (e.g. not putting service first and not being treated as a customer fairly).

 

Having contacted LBG to find out about the progress of my complaint, I was informed by one of their Customer Service Advisors (CSAs) that my complaint was taking longer than normal, to be allocated to a complaint manager. When I enquired as to why it was taking longer than normal, the CSA advised me it was because my complaint had been reallocated to one of their specialist teams. I asked for some clarity around what that meant and also what specialist team, they were referring too.

 

The CSA then advised me that my complaint had been passed to the PCA Fraud & Frequent Complainers Team. I have seen internal documentation, which shows LBG refer to this team as the “F&F Team”.

 

So for clarity, if you make several complaints to LBG, at some stage they will stop dealing with your complaint as a normal everyday customer, and start allocating your complaints to one of a small team of Case Complaint Managers, within this “F&F Team. To give you some sort of indication on the possible trigger point for this “specialist team” I have probably put in about 9 complaints over a 20 year banking history with them, so I assume the referral threshold for allocation, to the “F&F Team”, isn’t that high!

 

As a result of this experience, my impression is that LBG must have an automatic flag marker system in place. I would be really interested to know what their policy is on this and whether the processing of this data is manual or automatic.

 

On a separate note, one of the Data Subject Access Team’s CSAs, has recently advised me that LBG customers can now submit SARs online. This is done via an Online DSAR Form.

 

https://apply.lloydsbank.co.uk/personal/a/gforms?formId=F010&prodType=GN

 

PROs

You do not have to pay the £10 statutory fee, it’s free!

I have used this new service twice and it is much quicker in comparison to the conventional route of submission (i.e. recorded delivery directly to the DSAR Team or via your local branch in person).

 

CONs

Once you complete the Online DSAR Form, it moves to the next screen and tells you that you have successfully submitted the Form. However, it doesn’t give you a URN to prove this, and it doesn’t send you a copy of the Form to your email address. You then literally have to wait for the DSAR Team at LBG to write to you and acknowledge receipt of your DSAR.

 

I am not saying this is the best thing since slice bread, but certainly another option for us consumers! They don’t advertise this new SAR submission route, and even there CSAs aren’t aware of it.

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Thank you. This is extremely interesting.

 

I'm going to start a new thread for the online SAR route so that it will tweet up to all our followers. I wonder how long it has been in existence. I imagine that it is something that has been set up in anticipation of GDPR because under the new regime you don't have to pay the £10 and you can at actually make your SAR using email.

 

On the matter of the Frequent Complainers list, this is very disturbing and I wonder how often they ever admit this in their data disclosures. Maybe I'm not on the list – but they certainly haven't admitted it to me. I think I will tweak the new GDPR template so that it also enquires as to whether one is on any particular list or category and if so what.

 

It will be very interesting to see if anyone else comes up with knowledge of this Frequent Complainers List.

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I don't find this interesting or surprising. Banks often pay redress when settling complaints so some fraudsters and consumers have figured out they can abuse this with fictitious or exaggerated complaints.

 

9 complaints in total. But were some of them made within a short time span?

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Well I'm afraid that I find it very disturbing. If there is some assumption that a frequent complainer should automatically be suspected of fraud, then I think that this is a very serious matter. Unfortunately many people need to complain frequently because they receive such poor service from the banks and also because unlike the majority of the population who understandably want a quiet life, certain people are prepared to lie down and take it. Those people easily come within the category of frequent complainers and frankly I think they should be encouraged to complain as frequently as possible.

 

We are not in France, after all.

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  • 2 years later...

If a company is in the wrong, has ver poor customer services and thinks they are more powerful than the law be prepared for the long fight do not give up and go to the top. If you have all the proof you will win in the end. I am posting over the next few days all the directors contact details to help everyone with their own individual fights

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