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    • Can I  ask what you mean by "... they recommended a firm... "?   I ask because I'm a bit surprised that Social Services are even allowed to do that.  (I may be mistaken and that this is common practice, but it seems a bit odd to me).   If they did do so and the work has turned out to be sub-standard and unsatisfactory, I would have no hesitation in making a formal complaint to the council and also to my (or your friend's) local councillor(s).  You acted on the council's recommendation and you should have a reasonable expectation that the firm recommended should be reliable and professional.  I would also insist that trading standards be asked to investigate this firm.  (Where I live our local county council trading standards department runs an approved trader database).   A complaint to the council might not directly assist you but it might help to prevent others being taken in by this firm.
    • Hello Susan, welcome to CAG.   Hopefully Paul Walton will see this message and reply to you, but it would also be a good idea to start a new thread of your own so we can advise on anything else connected with your refund.   Best, HB
    • Hi there, sorry to hear of your situation but I have some excellent help for you, as unfortunately I have been in the same place at one point, owing more than £6000 in back council tax.   None of this is your fault, we are in the most serious public health and economic crisis for 100 years, councils are desperate to shore up their finances, unfortunately this means they are taking a rather blunt sledgehammer approach.  Right now, speaking to the call centre or recovery team is utterly pointless, I remember them sneering at me on the phone when I had no money to pay my rent. All it will do is get you nowhere and stress you out.   If you listen to me this can all be sorted out by tea time tomorrow, but before I explain, I need to make one thing clear.  You will not go to prison, end of.   So here is your course of action for Monday AM   1. Google your local Councillor and Elected head of council. Their mobile numbers and Emails should be on Google.  2. Ring your local councillor and explain everything, just as you did here. 3. If you don't get through to the councillor, leave a Voicemail and send an email explaining everything. 4. Ring up your GP / Consultant and ask for a medical note explaining what your illness is and all of the treatments with Side effects.   5. Google or ask for a copy of your local council's code of practice for collections.   Your councillor will likely be very concerned about poverty levels, and they have complete power to override  anyone in collections at the local council. Unlike the Finance team or call centre who probably don't care a fig.   Email to local councillor along the lines of   Dear XYZ   I am in a situation where I am unable to work because of my illness, and am now on Universal Credit, as I result I have fallen behind with my Council Tax. Unfortunately the demands I am receiving to pay up or receive a liability order I simply can't afford .  I understand the importance of Council Tax and know that finances are tight but paying this amount would mean not being able to pay my rent.  I hope you can understand the dire situation that I am in and would accept an offer of £x per month, to be reviewed after 6 months.  I am happy to send in any medical information from my consultant if needed. I look forward to your reply,   Kind Regards              
    • Thank you so much. I'll submit this tomorrow. I also visited the location yesterday, its 100 miles from my home. They've changed the signage, there's now a lot more small signs. There is an erected sign on entrance, damaged and the ANPR is actually fixed to the side of the burger king building.
    • Hello, I'm reading this as I have a similar problem - booking.com are refusing a refund and the accommodation are not replying to my emails. I have found the details for the CEO of booking.com but not the UK director of customer services. Please could you share this with me? Thanks. 
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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
    • 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
      • 33 replies

Packlink/Hermes lost ebay parcel - **Settled**


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Thanks. If you don't hear anything by next week I'd suggest that you give them a ring to see what's going on.

The court staff are very decent but they are not massively efficient and they are hopelessly under resourced. It's not unknown for things to go awry – not be sent out et cetera. You don't want to find that a date has been allocated and you don't know about it

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Sorry I was away so wasn't able to mention here but I have received an Acknowledgement of service and they have chosen to defend all of the claim. They have now have 28 days to file a response.

I think that now you have had a pretty clear explanation of the mediation process and in particular, the apparent approach by the mediator, you are in an excellent position to press your case home.

Good.....so now your waiting on the n157 Notice of Allocation..this allocates the claim to track and gives you the courts directions on what you and the defendant must prepare next and by when.It will

Try logging into your account on MCOL and check the status of the claim ...see if its been allocated out of Northampton.

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

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

 

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Updates ?   what was the last entry ?   

 

Directions Questionnaires sent out ?

We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

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

 

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

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Good.....so now your waiting on the n157 Notice of Allocation..this allocates the claim to track and gives you the courts directions on what you and the defendant must prepare next and by when.It will also give the date of the hearing and when you must pay the hearing fee by.

 

Andy

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We could do with some help from you.

PLEASE HELP US TO KEEP THIS SITE RUNNING EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

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

 

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

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  • 3 weeks later...

Hi, just to give an update - I reached out to Hermes to settle this for what they offered at the mediation process (£300 + postage costs). I sent Hermes a letter and got a reply via email that they are willing to still agree to settle for this amount and they have now transferred the money directly into my bank account.

 

Apologies BankFodder, I know who would have liked this to go to court and see Hermes lose but I was just a bit fed up of waiting. I was told the court hearing date could have been a long while still due to backlog caused by the pandemic and I just wanted to close this matter and move on. The settlement amount is not too far off the actual item costs so rather than risk losing it all (probably more with the additional court fees) I am fine to settle at this amount.

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Well done. And don't worry about the apologies. This site exists firstly to help the individuals who come to us – and only secondarily to give the companies who try to rip them off a good slap.

Thanks very much indeed for updating us.

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  • BankFodder changed the title to Packlink/Hermes lost ebay parcel - **Settled**

Great post OP and fantastic advice by Bankfodder throughout the entire process. 

Glad to hear  you got some of your money back. I'm in a similar situation but with DPD where my parcel has gone awol and 

DPD not taking any responsibility. I'll be 100% referring back to this thread in future. 

 

👍

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