The ombudsmen made a final decision and ruled in my favor! I provided consistent evidence that i did not ask for any of the insurances. I have had: The viewing guarantee refunded in cash The all sorted insurances refunded to my account A £150 check for compensation for poor complaint handling. There is still an ongoing unresolved matter, but that's another story. Thank you to everyone that has helped me. Result.

Thanks for your reply, I have already tried the sand and garden fork method ( bent my garden fork ). I went as far as purchasing a fence post auger so I could turn all the soil, and break it up a bit. I literaly cannot get down more than a few inches. I just dont understand why next doors garden is fine but my garden always floods ( the entire estate is brand new ). There has to be a problem with the drainage somewhere. And as for who is to blame, surely it lies with the landlord or the builders. Its as if they just filled it full of rocks and coated it with a layer of clay. There are also areas were the grass refuses to grow. Some pics were taken last year, some were taken last week.

Thank you, time to dig out the tenancy agreement.

And now Ive just realised that most of the photos are oriented the wrong way

I am currently renting a four bedroom property from Melin homes. The property is just over three and a half years old, I have been living at the property for around two and a half years. The house was built directly in front of a rugby field, all that separates my garden from the rugby field is a fence and a huge bank full of overgrown ferns and nettles which apparently is owned by the rugby club. The back garden gets flooded frequently and despite my numerous complaints, Melin homes has done nothing to rectify the problem. Melin has told me that " we've had a word with our legal team, and its not our responsibility to maintain a water logged garden" I've attached some photos, the last photo is from next doors garden on the same day and as you can see, there is no flooding in their property despite their garden being behind the rugby clubs bank. Can anyone point me in the right direction as to what my rights are regarding this situation, or am I just stuck with a swamp for a back garden? Thanks for you help.

Thank you so much.

I sent a subject access request form to buy as you view last year, after discovering that I had been paying for the following insurances: All sorted EPS A viewing guarantee (£136 has since been refunded because I had never purchased a TV with BAYV). I thought that I had recieved all of the information that was requested. After numerous emails to the company I have found out that they had failed to produce a telephone call log from 2012 and also a recorded telephone conversation in which it is implied that I asked specificaly asked for these insurances for the hp goods. I did no such thing. They have since sent me the call log in which I discovered that they lied about what was said in the conversation and they even lied about the name of the person who I spoke to! They have also conveniently lost the call recordings. I was just wondering if its against the law to fail to produce information that was requested in the SAR as I believe that the reason why some of the information was missing is because it would prove that they are liars. Thanks for your help.

I just wanted to give you all an overdue update about this. BAYV refunded me £147.05 because they had been charging me for something called a viewing guarantee which according to their web site: " If you have purchased your TV from us and it is within the extended warranty period, we will service it at your home or collect it for repair. Whilst we have the TV, we can provide you with a loan TV. If you have taken out our ‘Viewing Guarantee’ on your existing TV and it is one of our listed brands, we will endeavour to service your TV. In cases where we are unable to service your TV, we can loan you a TV for up to 8 weeks." The thing is, I have never had a TV with this company, and my own TV was covered by a manufacturers warranty! I am now in the process of complaining to the ombudsmen about the other insurances which they refuse to refund.. I didn't need them, I didn't want them and I sure as hell didn't ask for them.

Thank you all for your help. I'll keep you posted. You've been amazing.

Thanks. I can confirm that bayv have received the letter. Thanks everyone

They have also given me the option to send some of the goods back, but I'm unsure if they have refinanced any of the products and so I dont know where I stand.

Thank you. Can they still come to my home after I have sent them the harassment and threat of a door step visit letter?

Hi, thank you for your very useful templates. In regards to the harassment and threat of a door step visit, I just received a letter from buy as you view and it states that " a creditor is in a different position to the postman or a member of public asking for directions." And that " it would be deemed reasonable to visit my property after all means to contact you by your preferred method of contact have failed." I have specifically told them that my preferred method of contact was via email, so why the heck are they trying to come to my house and why do they keep phoning me? Ive cancelled my direct debit with bay because they charged me for things that I wasn't aware of and didn't agree to. They have failed to produce certain information from my subject access request ( which I believe is against the law) and they have " lost" the recordings in which they claim that I specifically asked for these ridiculous insurances ( all sorted, EPS and viewing guarantees).

thank you. I have already sent an email but I have had no response.

Hi, I tried to send a letter to buyasyouview using the cagmail service. On the 1st attempt I paid via PayPal and my letter ended up disappearing and on the second attempt, I paid again using PayPal but I have no confirmation as to weather the letter was sent. Please can you help. I have the paypal transaction Id's for both transactions.

I had a refund for my "viewing guarantee" today. But it doesn't look like bayv is going to budge over the "all sorted" guarantee. It was a totally unnecessary add on considering the items already had warranty.

I just noticed that I forgot to upload the second page of elaines first response. I just edited that post as well. God I'm rubbish at this!

So it looks like I'm getting a refund for the viewing guarantee but not for EPS or "all sorted". I am unable to find my home insurance documents for the periods that bayv are asking for as I was with a different company, quote line direct I think, so I dont think Im going to get a refund for EPS unless I find these documents.

response to my email in which I asked for evidence that I said I was "happy" to continue paying these insurances along with attached phone log: Elaine: I have not seen the SAR request that was sent to you, however I can confirm details of the complaint logged in January 2012 should have been included. The person who completed the SAR for you is on annual leave therefore I cannot speak with her at the moment, I can only apologise that this wasn’t included at the time. Please see attached the details of the complaint logged on our system. ME: Is this report accurate? Has any thing been altered? I did not say I was satisfied on the phone. I didn't even receive a phone call. The address and phone number the top of the letter are incorrect. I wasnt living in at ********** on the 18th of january 2012 and neither was my phone number 01495******. So how could you have phoned me? In fact you have only had my correct phone number in the last couple of months. I can prove it because even at the top of my washing machine contract for september 2012 you still have an incorrect phone number. You also said Tony Philips spoke with me but now its Bryan Locke. Which is it? Elaine: The complaint document is what is stored on the operating system we use, when a customers address and telephone numbers change our system is updated to reflect the latest address details and telephone details. The address details on the contract remain as they were at the time of making the original agreement, this is because we have to provide you with a “true” copy of the agreement to represent all the details that were in place at the time of entering the agreement. I can neither prove or disprove what was said verbally to you in January 2012, or who you physically spoke with, I can confirm that Mr Tony Phillips and Mr Brian Locke were both employed by BAYV at that time. As we didn’t receive any further emails or telephone calls from you regarding this matter in 2012 and you continued to pay your weekly terms, it was assumed that the matter was resolved. I am sorry that you have had to bring this matter to my attention and again, I am sorry that this is perhaps not the outcome you had hoped for, however, the letter I sent to you yesterday is my final response letter, which you will need if you intend to seek advice from a 3rd party. ME: As I told you previously. The reason why I I didn't respond was because my father was ill and passed away. This lead to a relapse in my mental health condition. I could not cope with these matters back then. I am fully capable of dealing with it now though, even though I suffer with the same condition. It is not fair for you to assume that your employees version of events is accurate, because you don't even know which employee ( if any ) spoke to me and you can't provide evidence of this conversation either. To assume that these conversations even occured is the same as calling me a liar. Can you confirm if my refund has been issued today please. your company has a bad reputation for taking advantage of people with difficulties and a simple Google search reveals countless complaints about hidden charges and add ons. I am disgusted with bayv and all that you stand for. Your companies actions are dishonest at best, and borderline illegal at other times. Elaine: I can confirm that your refund has been processed today and should be in your account on Friday 27th June.

sorry dx, I've edited the attachment now. Please bare with me because im going to post a few more emails in which she has admitted to loosing the recordings in which I " asked" for the all sorted and eps insurances and also she admitted failing to reproduce information on my subject access request along with a few other mistakes.

I then responded with: Please read emails below this one. After the January 2012 phone call to "Mr Tony Philips" I was not happy in the slightest. In fact I sent an email specifically saying that I was " furious " about the fact that I was paying for these insurances. My last formal complaint email to Katie Mathews in January 2012 went unanswered. Fortunately for you my father died and I was not in the correct state of mind to pursue it any further. So no, it is not reasonable for you to assume that I was happy with the explanation. And as for the annual statements, they did not make it clear what I was paying for, in fact you didn't even provide clear explanations for what I was paying for in the SAR and therefore I had to send a separate email asking for an explanation for which account number represented which item. And I had to ask for an explanation for the account numbers that I wasn't even aware of e.g. " delisted stock". I want to make you aware that I have a contract in my possession in which the " I wish to purchase extended warranty " section is unticked and unsigned and also the EPS section is also blank and unsigned. Also viewing guarantee part at the front has been inked in by one of your agents. This is why I requested your version of the original contacts. I am happy to accept £147.05 in response to the viewing guarantee complaint but I am still not happy about the "all sorted" complaints. Please can you confirm when you will be paying this. Thank you. Scott Jenkins From: ************co.uk To: katie.matthews@bayv.co.uk Subject: RE: Insurance Date: Wed, 18 Jan 2012 17:49:20 +0000 Why was paying all sorted insurance on an item which all ready had 1 years warranty? ( xbox kinect ), I was not informed of this, I do not want to be paying insurance for the cooker either. I am furious about this and intend to take this further, I was not even aware that I was paying the "optional" all sorted insurance on these items and neither was I asked if I wanted it. From: Katie.Matthews@bayv.co.uk To: **************com Date: Wed, 18 Jan 2012 14:47:07 +0000 Subject: RE: Insurance Dear Thank you for your email. I can confirm you have been paying both EPS and All Sorted cover for both items since the account has been opened with us. Elaine Mockler: Dear The payment will be made by BACs transfer tomorrow and should be in your bank account by Friday. ME: Did you manage to read the emails from 2012? Elaine Mockler: Yes, I did read your emails, the last email that you sent on the 18th of January was logged as a complaint and then Tony Phillips spoke with you and the complaint was closed on the 20th January 2012. ME: Can you provide me a log of what was said in this conversation in which I made a complete u-turn from being "furious" about paying these add-ons to being satisfied that my complaint was resolved. I would also like to know who initiated the conversation, who phoned who? There is no record of this conversation in my complaints section of the subject access request. So are you saying that you have additional information which you failed to reproduce on the subject access request?

She then responded with:

I responded with: Thank you for your prompt reply. I am sorry that I cannot accept your response as a resolution to my complaint because of the following reasons: The first sentence in the 'all sorted' paragraph states that " A warranty known as 'all sorted can be purchased by customers if they choose." When I was offered the goods, it was my understanding that I was going to be paying for the goods plus interest, nothing more. I was not told about 'all sorted' , EPS or viewing guarantees, therefore I could not have possibly asked for them, nor would I have agreed to these insurances if I was offered them. I think that as a company, it should be your responsibility to verbally explain that you are going to add on these extras. I was not given the opportunity to say yes or no to them. I did not state on any of my emails that my cooker had broken down, I said washer/dryer. I have yet to receive any of the recordings or signed documents that were mentioned in which I specifically asked for these insurances/warranties. Something that I believe should have been included in my subject access request. I would like to cross reference them with my own copies. I have attached my home contents insurance policy to this email. I intend to take this matter to the ombudsmen if we cant come to a satisfactory agreement. I have already posted this on the consumer forums and I don't intend to let this go any time soon as I feel extremely disappointed with buy as you view.

Hi everyone, here is my first response from elaine mockler.

I'm waiting for a response from the customer experience director elaine mockler, but I have yet to receive one.