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    • After the dealer failed to refund the money I checked the sort code and account number to reveal which bank received the money. It turned out to be HSBC BUSINESS DIRECT ONLINE. I called them and they confirmed the account name wasn’t Langley Cars though obviously didn’t tell me the correct account name. My bank contacted HSBC after I reported this to be fraud and they did in fact do a charge back but reversed the decision when the dealer sent a copy of the receipt he gave me for the deposit where it said it was non-refundable. I said that doesn’t mean anything when the car should never have been put on the forecourt when it was a death trap, and not fit for purpose.   The MOT revealed only a few of the faults which he agreed to correct in a week as I needed the car to travel out of London for work. He didn’t meet that deadline either because there were other more serious problems as identified by my independent car check. The same mechanic informed the dealer of these faults. The car wasn’t fixed by the agreed date due to the extensive repairs needed. So he was in breach of our contract on many levels.    I requested the bank find out the correct name of the account and they said the only information they had was like you said was the account number and sort code. I challenged the bank stating that whenever I create a new payee if the name doesn’t match the registered account name, it declines the creation of the proposed payee. So what happened in this instance?    I checked company’s house using the address from where the dealership is located and there was neither the two names, one was aa advertised in AUTOTRADER and the other on the courtyards entrance. I thought as I had made payment to the dealers ‘Trading as’ name that it would more than likely be enforceable than any other. Indeed the Bailiff was the one to call me and say that a variation of the warrant of control needed to be done before he could go and enforce the order. I cross-checked the address on Companies House website and got 3 different business names. Only one appears to be car related.  I am unsure as to what I can do within the variation of the warrant which the bailiff felt was appropriate. I will speak to him again Monday. 
    • Their PCN does not comply with the Protection of Freedoms Act 2012 Schedule 4. iit was not posted until 13 days after the event for one thing meaning it would be deemed to arrive on the 15th day instead of the 14th day. Now though we cannot expect that your PCN also missed the deadline there were still two other things wrong with the wording of the PCN that if your PCN has the same wording as your friends means that your PCN would not be compliant either. Their PCN does not specify the period of parking as required n the Act. It does show the ANPR arrival and departure dates but as those times include driving from the entrance to finding a parking place then later driving from the parking place to the exit cannot be described as a parking period. I suspect that the " Important Note" on your form will also not comply though I cannot be sure until we see your actual PCN.The reason I can't confirm that is because they sent out the PCN too late they have said that they are pursuing your friend on the assumption that they were the driver as well as the keeper-something that Courts do not accept. But it does look as if your PCN is not compliant which means that the keeper cannot be held liable to pay the charge. Only the driver can be made to pay it. If you have not appealed and revealed who was driving, there is no way that  Excel know who was driving.  So just to be sure please send them an SAR . On another topic do you have any proof that you did not stay there for so long just to really spoil Excel's day.
    • As your first PCN was a Notice to Driver which would have been followed by a Notice to keeper over a month later [even though it may only state Parking Charge notice] it is even more necessary to send PE an SAR. If either document fails to comply with the Protection of Freedoms Act  2012 Schedule 4 then both you and your father are in the clear. So you do not need to worry about is any paperwork from unregulated debt collectors and fifth rate solicitors. The only thing to look out for is a Letter of Claim and all you have to do is respond with a snotty letter back to them .  
    • Thanks so much dx. I really am grateful for your advice Billy  
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    • We have finally managed to obtain the transcript of this case.

      The judge's reasoning is very useful and will certainly be helpful in any other cases relating to third-party rights where the customer has contracted with the courier company by using a broker.
      This is generally speaking the problem with using PackLink who are domiciled in Spain and very conveniently out of reach of the British justice system.

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      OT APPROVED, 365MC637, FAROOQ, EVRi, 12.07.23 (BRENT) - J v4.pdf
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Dealing with ParcelHero

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Hi everyone


Starting with success: the first portion of the post is today’s reply in which PH refunds me in full. No more quibble about “cancellation fee” of £9.


Second portion are all the resources I collected which may or may not already be known to all/some.


Attached are all the documents I collected en route.


Happy to answer questions.


After this email (first) to the following addresses:

[email protected]
[email protected]
[email protected]
[email protected]
[email protected]

I received the right response (second). The reply came via the support staff I mention


“Good day Charles and Roger

Please refund my payment in full, £32.47 
1. PH has not earned any cancellation fee, £9
2. It is not in the T&Cs
3. It was not highlighted at the time of transaction. 
4. It is also not a charge enforced by ParcelForce or Royal Mail as PH would have us believe. Despite repeatedly claiming so, it doesn’t make it true.

As you can see from the below, I have tried to be reasonable with Yogesh on PH customer service team. I have rightfully and correctly challenged the Cancellation Fee of £9.

PH didn’t have any tracking on collection. PH didn’t even know about the failed collection. The tracking only reflected the failed collection the following day- and incorrectly. PH made no attempts to resolve or rectify or in anyway earn such “cancellation fees”. 

PH has been operating under several names, presumably changing as the reviews come in. Currently, PH displays feefo reviews for a ParcelHero.co.uk- a company that is not registered with gov.uk (even under “dissolved” status). This is outright fraud. These (negative) reviews have been printed for reporting to the police, including at the following sites: sitejabber, complaintsdepartment, trustpilot and moneysavingsexpert.

PH claims to be “listening”, putting “people first”, “committed to quality”, “creating an amazing experience”, “keeping the customer informed”. On every one PH has failed. PH offers services it has no control over. Further evidence of fraud.

PH promises “quality”, “speed” and “competitive prices as much as 60% lower than the couriers themselves”. Outright lies, as I paid double for the privilege of PH as the middle man. This is fraud.

PH accuses the carrier for hidden costs and fees that PH tries to put on its customers - this is fraud. PH’s competitors don’t try this manipulation; they don’t charge “fees”.

Therefore, a fraud report with both my bank and the UK police via the Action Fraud website has been prepared. I’m offering you both the opportunity to rectify the problem by refunding the full amount by reply.

Best regards”



Hope you are well.

After a discussion with the management team, my supervisor has approved a full refund as a goodwill gesture. I have raised a request to a refund and will respond once the refund gets processed.

Please do let me know if you have any further questions

Kind regards

ParcelHero® Collections”



The Law on Third-party contracts: https://www.legislation.gov.uk/ukpga/1999/31/contents


ActionFraud reference: NFRC230505914673



My experience:

  • 27 April booked a parcel collection for 28 April for delivery of parcel to Manchester with ParcelHero.Com
  • Prepared the parcel and was ready for collection from 07:30 as required. No further communication or support from PH
  • At 13:30 28 April, I am concerned that nothing is happening. I check the courier tracking. Courier claims collection attempted at 12:52. They did not ring my doorbell. They did not collect my parcel.
  • I called courier to demand an explanation. Spoke with Linda at ParcelForce reference MRN11903885
  • I contacted [email protected]; spoke with Yogesh. PH had no record of collection attempt. PH made no effort to resolve or rectify. 
  • Wanting no further association with PH, I requested a full refund. PH wants Cancellation Fee of £9. This was not in the Terms & Conditions, nor was it highlighted at the time of transaction. I challenge PH fee and request full refund again.
  • PH claims PF wants this fee. PF denies this and doesn’t charge any cancellation fees. Again I challenge PH and request full refund.
  • PH refuses to refund my money, despite not delivering on promises or services.
  • PH advertises very good reviews on feefo, but these are for a different company which is not registered with gov.uk (ParcelHero.co.uk)
  • I report fraud to Santander and begin claim dispute. Ref: 00150005974279
  • Searching for the directors of ParcelHero.com I find they are trading under several names all with very bad reviews and reputations:
  • FDS Worldwide
  • ParcelCompare
  • DeliverPlus
  • variations of Parcel and Hero


Several review sites have a large number of similar cases; where customers are charged hidden fees or held accountable for terms and conditions that PH has hidden; also several review sites under the fraudulent company PH.co.uk


ParcelHero T&Cs.pdf ParcelHero Service Standards.pdf Terms of trade & limits of liability.pdf CHgovUK Roger SUMNER RIVERS appointments.pdf The Unfair Terms in Consumer Contracts Regulations 1999.pdf

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Here are the main Directors:

Charles David Astwood - https://find-and-update.company-information.service.gov.uk/officers/jmjaTAW9OTFg05kalEQ0woq7m3A/appointments

Roger Sumner Rivers - https://www.linkedin.com/in/roger-sumner-rivers-0a501b1b/

Dan McGoeghan - https://www.linkedin.com/in/dan-mcgeoghan-53978022/

By looking up details of Roger Rivers, I was able to dig out the following information online about his different company names, some contact details and addresses:





Phone numbers:

Tel 0845 5001020

Tel 0800 005 2000

Tel 0208 758 4988

Tel 0208 7584962

Tel 0844 880 4558


[[email protected]](mailto:[email protected])

[[email protected]](mailto:[email protected])

Web Form











Correspondence addresses

160 Kemp House, City Road, London, EC1V 2NX

10 Harston Drive, Enfield, London, EN3 6GH

1 Spruce House, Durham Wharf Drive, TW8 8HR

14 Maple Park, Falconer Road, Haverhill, CB9 7BG

All this information came from the public domain





The Law on Third-party contracts: https://www.legislation.gov.uk/ukpga/1999/31/contents


























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Thank you for this information. Clearly you have done a lot of work.


This information may be useful to some people but unfortunately one effect will be to divert people's efforts rather than focusing them on taking direct action in the county court .


If people get to this forum because they have sent a parcel which has been lost or damaged or destroyed then frankly The only option is to follow our advice, to read the stories and then to take your own direct action against the company involved and that means court action .


Congratulations on having obtained your refund but in order to make a difference to the industry, a court action is necessary and will always be successful with our help







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