Jump to content
  • Tweets

  • Posts

    • A judge says Anthony Levandowski carried out the "biggest trade secret crime I have ever seen". View the full article
    • Yes, let us know if they honour the agreement to pay.   Thanks for Donation made and anything further you can make - it helps us keep helping !
    • Mark Bauwens from France takes us through his week during the coronavirus pandemic. View the full article
    • Thankyou very much i will be around all day it would be appreciated Below is another attempt :     IN THE COUNTY COURT AT ***************                 CLAIM NO:**********     BETWEEN:   LOWELL PORTFOLIO I LTD CLAIMANT   and   MRS *********************** DEFENDANT   ------------------------------------------------------------------------------------------------------------------------   WITNESS STATEMENT OF ******************   ------------------------------------------------------------------------------------------------------------------------   I, ******************************************* WILL SAY as follows:   I make this Witness Statement in support of my defence in the claim.     INTRODUCTION   1. It is my understanding that the claimant is an Assignee, a buyer of defunct disputed or bad debts, which are bought on mass portfolios at a much reduced cost to the amount claimed 10p to 15p in the £1 and to which the original creditors have already written off as a capital loss and claimed against taxable income. Lowell Portfolio I Ltd issue claims to circumvent and claim the full amount of debt to maximise profit.   2. As an assignee or creditor as defined in section 189 of the CCA this applies to this new requirement on assignment of rights. This means that when an assignee purchases debts (or otherwise acquires rights under a credit agreement) it also acquires certain obligations to the borrower including the duty to comply with CCA requirements (such as the rules on statements and notices and other post-contractual information). The assignee becomes the creditor under the agreement. This ensures that essential consumer protections under the CCA cannot be circumvented by assigning the debt to a third party.   BACKGROUND 3. The Claim relates to an alleged Credit Card Agreement between the defendant and Vanquis Bank   4. Whilst it is accepted that the defendant has in the past had financial dealings with Vanquis, the defendant is unaware of what alleged debt the claimant refers, and the defendant has not entered into any contract with the Claimant.   5.The defendant made a formal written request to the Claimant for them to provide me with a copy of my Consumer Credit Agreement as entitled to do so under sections 78 of the Consumer Credit Act 1974 on the 27th August 2019 along with the standard fee of £1.00 postal order to which the defendant received a reply dated 6th September 2019 putting their account on hold whilst they tried to gather the information.   6.The defendant received a reply dated 24th October 2019 with no CCA attached other than the documents which enclosed a statement, default notice, notice of assignment from Vanquis to Lowell & a reconstituted copy of an agreement which the claimants have already provided in their witness statement dated 3rd August 2020.   7.On 15th January 2020, I received a claim form from the County Court Business Centre, Northampton, for the amount of £******. The claimant contends that the claim is for the sum of £********* in respect of monies owing under an alleged agreement with the account no ******************* pursuant to The Consumer Credit Act 1974 (CCA). Contained within the claimants particulars the claimant states that the account was subject to assignment from Vanquis to Lowell on 24 June 2015 with notice given.   CONCLUSION 8.To date no valid full true copy of the executed credit agreement or the terms and conditions have been disclosed .the claimant has no grounds on which to enforce this alleged debt.   9.The claimant disclosed various screenshots taken from the originators software of the application and also confirms on their covering letter the relative legislation The Electronic Communications Act 2000 with regards to wet signatures and the requirement of a tick box to validate the application. The screenshots are devoid of any tick box or any authenticity of IP address conformation check.   10.Therefore the claimant remains in default of my section 78 request and pursuant to section 78 6a of the CCA1974 the claimant is not entitled, while the default continues, to enforce the agreement.   11.For the above reasons the claim bought by the claimant is without merit and an abuse of the court process. It would be far more gracious and forthright for the claimant to admit that they do not have possession of the correct valid paperwork and this is an attempt to mislead and convince the court that the claimant can disclose the legal valid documents on which its claim relies on. It is therefore requested that the Claimants Claim is struck out pursuant to the above.   STATEMENT OF TRUTH   I, ************** the defendant, believe the facts stated in this witness statement are true. I understand that proceedings for contempt of Court may be brought against anyone who makes, or causes to be made, a false statement in a document verified by a statement of truth without an honest belief in its truth.   Signed: …………………………………………… Print Name: ************* Dated: 4th August 2020
    • Allen Blue, who co-founded professional network LinkedIn, reveals how start-ups can achieve growth. View the full article
  • Our picks

    • Curry’s cancelled my order but took the money anyway. Read more at https://www.consumeractiongroup.co.uk/topic/423055-curry%E2%80%99s-cancelled-my-order-but-took-the-money-anyway/
      • 11 replies
    • Father passed away - Ardent Credit Services (Vodafone) now claiming he owes money. Read more at https://www.consumeractiongroup.co.uk/topic/423040-father-passed-away-ardent-credit-services-vodafone-now-claiming-he-owes-money/
      • 8 replies
    • Currys Refuse Refund F/Freezer 5day old. Read more at https://www.consumeractiongroup.co.uk/topic/422656-currys-refuse-refund-ffreezer-5day-old/
      • 6 replies
    • Hi,  
      I was in Sainsbury’s today and did scan and shop.
      I arrived in after a busy day at work and immediately got distracted by the clothes.
      I put a few things in my trolley and then did a shop.
      I paid and was about to get into my car when the security guard stopped me and asked me to come back in.
      I did and they took me upstairs.
      I was mortified and said I forgot to scan the clothes and a conditioner, 5 items.
      I know its unacceptable but I was distracted and Initially hadn’t really planned to use scan and shop.
      No excuse.
      I offered to pay for the goods but the manager said it was too late.
      He looked at the CCTV and because I didn’t try to scan the items he was phoning the police.
      The cost of the items was about £40.
      I was crying at this point and told them I was a nurse, just coming from work and I could get struck off.
      They rang the police anyway and they came and issued me with a community resolution notice, which goes off my record in a year.
      I feel terrible. I have to declare this to my employer and NMC.
      They kept me in a room on my own with 4 staff and have banned me from all stores.
      The police said if I didn’t do the community order I would go to court and they would refer me to the PPS.
      I’m so stressed,
      can u appeal this or should I just accept it?
      Thanks for reading 
      • 16 replies

Hermes Failed Delivery -> Redelivery -> Lost Parcel

Recommended Posts

Posted (edited)



I recently had an ebay refund case through which I had to return an item for a full refund, i've sent the item by using Hermes.


Postage: It's a signed tracked item, but haven't insured it. Label paid and printed at a local Londis shop which has a Hermes drop off point/machine.

Item Value: £500

Item: Audio Equipment

Postage cost: £6.90

Type: Ebay refund (I paid for the label)

Proof: Pictures of the package with the label attached at the drop off point and receipts


The story is short. I had posted an item. Checked the tracking, it says that there has been a problem delivering an item (haven't specified the exact reason). 

I had called their customer support, asked what was the problem with delivery. They had told me there should've not been a problem with the delivery in the first place as the representative which I talked to had checked the address and it was all fine. Thus they will try to contact the courier and redeliver.


This morning I get an email from hermes that they had "lost" my parcel and I should fill out their form, which I did.


But by reading this forum, I see that I will not get anywhere without pushing Hermes. I hope they will comeback with good news to me, but I highly doubt it.


I know this might be a typical case with Hermes, and they most likely try to get out of it. But the package has been lost in their handling, how should I proceed? Again, I took pictures of the item at their drop off point with the label attached as a precaution.




Posted the item(no insurance) -> Problem with delivery (no specified reason) -> Called the representative and they contacted the courier for a redelivery -> Next day email with "we had not been able to locate the parcel" -> ???



Edited by HermesAudio
More information

Share this post

Link to post
Share on other sites

Hi, welcome to the forum. Did you declare the value of it correctly

Share this post

Link to post
Share on other sites

Hi, yes, as far as I remember i did declare it as £500

Share this post

Link to post
Share on other sites

firstly , you may have noticed elsewhere on this forum that it has been suggested that you could go to the resolver service and attempt a resolution there . 


this certainly is a possible avenue for action and of course it is risk free for you . However , we have found that resolver has become rather lukewarm over the years and also some of the information that the give , for instance about the party rights is completely wrong . 


However our view is that hermes are happy to use resolver because it tends to legitimise their complaints process.


there is a huge facebook complaints group with over 11000 people who are mostly complaining about hermes . Some of them have used resolver and a few of them have achieved a resolution but in the main , they get no result but instead suffer delays and fatigue and eventually they give up.


you are quite right that you will need to push hermes and it may even come down to having to issue a legal action. this is not without risks and you should be aware of your risk factors which are that you could lose your claim fee and also an allocation fee.


however you should begin by embarking upon the hermès formal claims process to test them and see whether they reject your claim, which they surely will, and on what grounds.

Then come back here







Share this post

Link to post
Share on other sites


Hermes did contact me and asked me for receipts and value of the item. And now just sent me an email: "We're happy to let you know that we have today accepted your claim for £26.89.". The item value is: £500
And it has been lost in their handling. (First courier couldn't deliver -> called them and they told me they contacted the courier to re-deliver -> Next day email: Sorry your parcel has been lost.)

Haven't given me any other information at all.

How shall I proceed in this case? I am obviously not happy with their service and £26.89 claim

Thanks again



Annotation 2020-07-31 092947.jpg



Additional information: 
1) It has been posted through a local dropoff point. Used a Hermes tablet to fill out the information on and buy a label.
2) After label has been printed at the shop I applied it to the parcel and took pictures of it at the till with all information on the package and label visible before handing it over.

Share this post

Link to post
Share on other sites

of course they are very disingenuous because they say that you opted to take a particular insurance package suggesting that it is an opt-in choice but of course it is not opt-in, it is an opt-out choice with the only alternative being some rather more expensive insurance so that they are of course asking you to insure them against their own negligent handling of your goods.


I'm afraid that it will cause a little bit of extra delay but I suggest that you write to them immediately and say to them that you did not opt for the insurance and that you do not accept the offer. 


they will knock you back again but you may as well see what they say and then I would suggest a letter of claim giving them 14-days.

please read around the forum so that you understand your risk factors that your claim fee and also the hearing fee because I expect for £500 they may decide to push it to a hearing especially because nowadays hearings seem to be on the telephone or on video.

Also please do understand that there was one case where somebody made their claim on the basis that they should not have been required to purchase the insurance and they lost.  we think that they drew a short straw with the judge and that it was not properly argued. However, do appreciate your risk factors. We will help you all the way but the case is yours to win or to lose.









Share this post

Link to post
Share on other sites

Thank you for your support. I had replied to Hermes as you advised. I will update as soon as I hear the response from them.

I had read around the forums and there are a lot of people in the same situation. As i understand the small claims court fee's are around £80 and I understand the risk factors if I lose, but I will still pursue this issue till the end

Share this post

Link to post
Share on other sites

Good Morning,

I just got a response back from Hermes after I declined their generous refund.

Please see the screenshot below:



Thoughts on the next steps? 

Share this post

Link to post
Share on other sites

Well hopefully you have read all the various stories thoroughly enough to understand that your position now was entirely predictable and that there is nothing that you can say or do or threaten which will make them pay you any money and that your only way forward is to send them a letter of claim followed by issuing a small claim in the County Court.

Also you should have read around sufficiently to understand that there are risk factors which mean that you could lose the case in which case you would lose your claim fee and also the allocation fee – which for a value of £500 – the claim fee is £35. The allocation fee is about £55 – so your risk factor is probably £90. If there was actually a hearing then you might have to pay the reasonable costs of travel of the representative that they send to the hearing – but it is most likely that the hearing will be conducted by video or telephone.

If you want to go ahead then we will help you and of course if you win then you will be hero because you will have delivered a serious slap to Hermes.

We've already pointed out that it's extraordinary that customers are required to take out insurance against negligence or dishonesty by Hermes or their employees. This provides absolutely no incentive for Hermes to improve or to put their act together. It simply encourages more negligence and more dishonesty.

If you decide that you want to claim then send the letter of claim – but be certain that you are going to follow through with your threat at the end of 14 days because you can be certain that they will ignore your letter of claim.

If you do send the letter of claim then make sure that you understand all the steps in taking a small claim and register with the County Court's Moneyclaim service and start drafting your claim there. Post up here any draft letter of claim and also particulars of claim for us to have a look at before you click them off

Share this post

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

  • Recently Browsing   0 Caggers

    No registered users viewing this page.

  • Have we helped you ...?

  • Create New...