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    • 2 years ago I made a complaint against a GP at my surgery....the reply I received was the GP could not recall the events (in the complaint) because the GP see so many patients a day and the complaint I sent was 12 months after the event.   Now to what happened recently....   1. I had a appoointment at 10am with the same GP I had made a complaint againt over 1 year ago...I booked myself at reception and waited, waited when it was 10.20 I asked at receptionion when would I been seent, as my appointment was at 10am. A receptionist told me 'There has been an emergency of some kind with a patient...so that has caused a delay and your appointment will now be moved to another GP' - I asked why the appointment was moved and was told 'sorry I cannot tell you' and you will be seen soon.   2. 10.30am and still not been seen so I asked another receptionist, she checked the computer system and told me the GP (name) has refused to see me because I made a complaint against him over 12 months ago and now my appointment was being moved to a different GP and I had to wait. I told the receptionist this was wrong and the GP had to be impartial as a GP and he was making this personal by not seeing me.   3. Eventually I was called and saw a different GP and explained to him what happened and the GP I had originally had an appointment with had refused to see me because of a complaint I raised against him over 12 months ago. The GP I was with was shocked and surprised and told me that GP should not have refused to see me   NOW I need your help to write a complaint, please can you help me
    • ok...thank you. I have read the post (thank you for guiding me to that) and will write in similar thread.   My worry is that I lied to the inspector about not having used the card before. I also recall now that he did not ask me to sign the notes he took so I am worried I have no idea what he wrote down.    Without my signature on his notes, would this be admissible evidence in court?
    • what jokers a £5k loan now £q7k bet theres all sorts of arrears fees debt visits phone letter fees that can all be reclaimed at their int rate   get the statements quickly! sar tomorrow
    • no none at .....all waste of money. don't believe all those fake reviews.     dx  
    • Hiya   First time poster, but hopefully I can help you to resolve your matter.   I really empathise with your position. I received a visit from an equita baliff on 10 May 2019. The feeling was horrible and they were exceedingly polite but also inflexible and threatening. I was informed that they would clamp and remove my car.   The rationale behind this is that the Baliffs are not employees, they are sub-contractors paid based on the fees that they can generate. Taking a vehicle creates more fees. Unfortunately for them, there is a very quick process to get the matter resolved:   1) Phone the Traffic Enforcement Centre in Northampton - it is crucial to do this first thing in the morning. 2) Request permission to file an out of time witness statement (forms TE7 and TE9). Upon correct completion, the forms will be passed to the local authority and enforcement action will cease at that point. The TEC will inform you that the forms have been correctly filed and the action will cease. 3) Forward a copy of this email to equita 4) Contact the local authority directly and explain your circumstances. The local authority will be more sympathetic than the baliffs - especially if you are a vulnerable person. A manager within the local authority will have the authority (as the prosecuting party) to instruct the Baliffs not to continue and instruct them to waive their enforcement fees 5) To ensure that this goes smoothly, make sure you offer to pay the council what you owe and also cover the cost of the court filing fee. At this stage, it will be worth complying with the council and paying the c. £80.  
  • Our picks

    • Future Comms issues. Read more at https://www.consumeractiongroup.co.uk/topic/416504-future-comms-issues/
      • 3 replies
    • This is a bit of a lengthy one but I’ll summerise best as possible.
       
      THIS IS HOW THE PHONECALL WENT 
       
      I was contacted by future comms by phone, they stated that they could beat any phone contract I have , (I am a limited company but just myself that needs a business phone and I am the only worker) 
      I told future comms my deal, £110 per month with a phone and a virtual landline, they confirmed that they could beat that, £90 per month with a phone , virtual landline  they also confirmed they would pay Vodafone (previous provider) the termination fee. As I am in business, naturally I was open to making a deal. So we proceeded. 
      Future comms then revealed that the contract would be with PLAN.COM and the airtime would be provided by 02, I instantly told them that this would break the deal as I have poor 02 signal in the house where I live as my partner is on 02 and constantly complaining about bad signal
      the salesman assured me he would send a signal booster box out with the phone so I would have perfect signal.
      so far so good.....
      i then explained this is the only mobile phone I use for business and pleasure, so therefore I didn’t want any disconnection time in the slightest between the switchover from Vodafone to 02
      the salesman then confirmed that the existing phone would only be disconnected once the new phone was switched on.
      so far so good....
      • 14 replies
    • A shocking story of domestic and economic abuse compounded by @BarclaysUKHelp ‏ bank complicity – coming soon @A_Gentle_Woman. Read more at https://www.consumeractiongroup.co.uk/topic/415737-a-shocking-story-of-domestic-and-economic-abuse-compounded-by-barclaysukhelp-%E2%80%8F-bank-complicity-%E2%80%93-coming-soon-a_gentle_woman/
      • 0 replies
    • The FSA has announced large fines against DB UK Bank Limited (trading as DB Mortgages) - DeutscheBank and also against Redstone for their unfair treatment of their customers.
      Please see the links below for summaries and full details from the FSA website.
      It is now completely clear that any arrears charges which exceed actual administrative costs are unfair and therefore unlawful.
      Furthemore, irresponsible lending practices are also unfair and unlawful.
      Additionally there are other unfair practices including unarranged counsellor visits - even if they have been attempted.
      You are entitled to refuse counsellor visits and not incur any charges.
      Any charges for counsellor visits must not seek to make profits. The cost of the visits must be passed on to you at cost price.
      We are hearing stories of people being charged for counsellor visits for which there is no evidence that they were even attempted.
      It is clear that some mortgage lenders are trying to cheat you out of your money.
      You should ascertain how much has been taken from you and claim it back. The chances of winning are better than 90%. It is highly likely that the lender will attempt to avoid court action and offer you back your money.
      However, you should ensure that you receive a proper rate of interest and this means that you should be seeking at least restitutionary damages - which would be much higher than the statutory 8%.
      Furthermore, you should assess whether the paying of demands for unlawful excessive charges has also out you further into arrears and if this has caused you further penalties in terms of extra interest or any other prejudice. This should be claimed as well.
      If excessive unlawful charges have resulted in your credit file being affected, then you should take this into account also when working out exactly what you want by way of remedy from the lender.
      You should consult others on these forums when considering any offer.
      You must not make any complaint through the Ombudsman. your time will be wasted, you will wait up to 2 yrs and there will be a minimal 8% award of interest and no account will be taken of any other damage you have suffered.
      You must make your complaint through the County Court for a rapid and effective remedy.

      http://www.fsa.gov.uk/pages/Library/Communication/PR/2010/120.shtml
      http://www.fsa.gov.uk/pubs/final/redstone.pdf
      http://www.fsa.gov.uk/pubs/final/db_uk.pdf
       
      http://www.fsa.gov.uk/pages/consumerinformation/firmnews/2011/db_mortgages.shtml
      Do you have a mortage arears claim to make? Then post your story on the forum here
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jimbojames

Mastercare Support Agreement

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Hi Everybody,

 

Not sure this is the correct place for this but as I bought the item from Curry's I thought it was the best place.

 

I am after some advice regarding a washer/dryer that is protected by a 12 month Mastercare support agreement.

 

The washer dryer is 8 years old but we have always been protected by Mastercare and they have always fixed the problem throughout the years. However a few weeks ago we had a the common problem of the dryer not getting hot and requested an engineer to come out and clean the condenser. If this was an easy job I would have done it myself, but it is buried at the bottom of the washer dryer and we have been told not to do the job ourself. Anyway, he found a piece of plastic in the pump and claimed this was the problem. We asked him to clean the condenser and he said "no". We were not surprised when the dryer was exactly the same and on the first wash after he left the drum started making a loud noise so we reported both faults.

 

On the second visit (12th November) he said we can still use the washer but we need a new drum. He also ordered a new condenser and said there is no need to clean the condenser as a new one is coming. The day after he ordered the drum and condenser I got a text saying they were out of stock and we would be contacted when they come in. I have used the washer a few times but it is getting nosier and nosier and it really is not washing clothes very well. I rang today for am update and they said there is no expected date for the drum, so i asked if they can send an engineer to fix the condenser, and this is where i need advice...

 

She told me I can not have an engineer because I have already had two visits with the same problem. Despite explaining that neither of them actually bothered to empty the condenser, she was adamant that no visit can be booked and I need to speak to my home insurance company and ask them to fix the problem. I have never heard this rubbish before and doubt it is true but she would not budge. The new condenser is also out of stock and I will have to wait for it to arrive. I am basically without a washer or a dryer, no engineer can be booked and they have no date of when the machine will be fixed.

 

The agreement says "For the life of your support agreement we will carry out as many repairs as your product needs" it makes no mention of two visits only. I can not find on the warranty an explanation of how long they have to fix the problems which is already becoming an inconvenience. Does anybody know what a reasonable time to fix the problems is?

 

I have been offered another 12 month agreement which is due to start next month but do not know if I should take out the cover.

 

I hope I explained my problem properly

 

Kind Regards

 

Jimbo

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Hi JimboJames

 

I have a friend who works for Currys... He is advising me that you should go into store and discuss it with the staff there. Due to the level of work you should be entitled to at least a expiated repair or replacement in some circumstances.

This may require you to get a 3rd party involved to assess the unit but you can recover this cost in some form if any legal action or complaint is raised accordingly.

 

If this fails and you cannot get a successful resolution, Due to the amount you will have paid for the cover, Currys will be liable to replace the device as part of your terms but may cancel the cover.

Also with this washer dryer being 8 years old, it may be End of life.

 

Please let us know how you get on. Any questions please ask...

 

FKO

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Hi and thanks for the reply,

 

I have been into Currys today and they could not have been more unhelpful. The would not look into the problem, they would not ring them for me, they would not look into a new policy of customers being told to claim on home insurance, they would not look into a new policy of two visits only per problem, they would not find out how long Mastercare have to fix the problem and they would not look at my policy to see is I have missed anything to clear the matter up. They just kept saying I need to speak to mastercare as the sale was so long ago.

 

I said yesterday that my machine was 8 years old, well it is actually almost 9 years old. However in the last 4 years I have had a new drum. new door, new elements, new counter weights, new seal, new gasket, new pump. new condenser, new motor to name just a few things. Mastercare must be aware of this as they are offering me 12 months cover for £145. I was not going to do this, but I would like them to fix the problems which are covered on my current policy.

 

I spoke to my Home Insurance and they have never heard of anybody being advised by Mastercare or any warranty company to claim on home insurance. They suspect I am being mislead

 

I will email Mastercare and ask for clarification on what customer services are telling me.

 

Thanks

 

Jimbo

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Hi Jimbojames....Usually these type of agreements have a "Cant repair we will replace" you usually have to pay delivery charges etc,do not try to make any DIY repairs it will invalidate your agreement. As they cannot give you any idea of just how long the parts will take to obtain the drum and condenser,ask for the machine to be replaced under the agreement. Your Home Contents Insurance would not cover machine repairs

 

FS

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Hi Everyone, an update on what has happened...

 

I emailed Mastercare on Sunday using the email on my policy and have heard nothing from them. I then emailed knowhow on Tuesday using the email address on my renewal letter and had a auto reply saying they will get back to me in 5 days.

 

I called Mastercare yesterday evening asking for an update on the parts and for a date for them to fix my machine before i can ask for a replacement product as per the terms of my policy. They said that there was no date on when the parts would arrive and they could not give me a date when I could ask for a replacement and the machine would be repaired in due course. I told them this was unacceptable and I would call back in a week and if the answer was the same I would be asking how I start an official complaint and how I contact the CEO.

 

This morning at 8am I had a call from Hotpoint booking my repair for Monday next week. I asked about my previous problems with the 2 visits only and having to claim on my home insurance and if this was a new policy

 

Operator - So look out for a text on Sunday

Me - Yeah I know how it works. Can you answer the question I just asked

Operator - Is there restricted parking at your property?

Me - No, and for the third time can you answer the question (which i repeated)

Operator - The text will give a three hour time slot for the appointment

Me - I have asked you a question three times and you are being most unhelpful to me. The first thing you said to me was "this phone call was being recorded" So if I put in a complaint about about this whole situation, is it OK to ask them to listen to this call and show how unhelpful you have been?

 

He hung up on me

 

I called Hotpoint back and spoke to a different person who actually took an interest and told me looking at the phone records it seems that last Friday my call was diverted to Currys and it was them who told me something that is not true. My policy entitles me to unlimited call outs and one should have been booked when i requested it.

 

All of this could have been avoided but at least it looks like it will be resolved on Monday

 

Cheers

 

JimboJames

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Hi Everyone

 

I have finally had a reply from Currys...

 

Having looked into this for you, I can confirm the information you were given regarding the amount of visits you can have and the fact you would need to contact your home insurance was incorrect. Please accept my apologies for this mis-communication.

 

However due to colleague confidentiality this will be an internal investigation and you would not receive an outcome to this complaint

 

Does anybody know if this is true? And is this what they always say about complaints? or are they just trying to end my complaint without it actually being investigated? I was never after anything, but would have liked to have known that at least staff training will take place and the same thing will not happen to anyone else in the future.

 

Thanks

 

jimboJames

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