http://www.thisismoney.co.uk/money/bills/article-4445214/What-really-caused-customer-service-meltdown-Vodafone.html?ito CAG hopes that Mr Jeffery listens and acts swiftly.

Service of commemoration for 7 World War 2 Royal Air Force (RAF) servicemen READ MORE HERE: https://www.gov.uk/government/news/service-of-commemoration-for-7-world-war-2-royal-air-force-raf-servicemen

READ MORE & DOWNLOAD GUIDE HERE: https://www.gov.uk/government/publications/intouch-mail-service-for-uk-armed-forces-personnel-service-guide

Hi-a company has essentially not paid £300 of mine. I recently sent a final demand letter via tracked post and i can see that it was not sign for at the other end, it is actually being sent back to me. They are also not responding to emails although they were responding before. Can someone please tell me how i would go about suing the company. thanks!

Improved mail service ensures loved ones can stay in touch READ MORE HERE: https://www.gov.uk/government/news/improved-mail-service-ensures-loved-ones-can-stay-in-touch

just one thing after another. put our 3,5 ton lorry in for repair and it needed new engine and gear box so got that done and paid promptly . even though we had to constantly message the to be updated. we asked to make sure engine was ran and tested and no oil leaks. they said they had done so beut we found out they hadnt ran the lorry at all. we got it home oil all over new indian stone driveway to took it back, they said it was the sump . no other info was given they walked away. went to start it the following day it wouldnt start so we got the AA out. battery and alternator ok. it was the fuel that wasnt going through correctly and now we have to pump a rubber valve in the engine before we start it. the next day its smoking thick white smoke been told its an over fill of oil possibly. dont want to take it back to garage as they were very ignorant and couldnt be bothered with us once they got our 1000 quid. where do we go from here lorry still not right . im desperate all help greatly received

i received an email from bt yesterday telling me my 'deal' for broadband was coming to and end and they had 'special offers especially for me' on looking all the deals were more expensive than the one i had so did a price comparison check and booked broadband with another supplier to change on 8 mar....then had an email from bt saying i had broken the contract by leaving early!!! despite the email saying my deal was ending...anyway it transpires it is ending a month early 8 mar instead of the 8 may...now i dont mind paying for month which seems reasonable but they also want me to pay 55 quid for the router which i never wanted....offered to return said router but no...now does anyone think that this price is disproportionate and i should stand my ground and not pay it or pay it and say never again!!!

I own a long leasehold flat in a building containing 15 flats. My lease (and the lease of 13 other flat owners) states that we are each responsible for 7.1% of the service charge costs. We queried with our managing agent whether this made our leases defective since 15 x 7.1% would come to 106.5% and we are aware that if the total service charges collected at a development is greater than or less than 100%, this renders the leases defective. To our surprise, our managing agent informed us that one flat owner had noticed this anomaly a few years ago and had approached the freeholder to agree a lease variation which reduced his own service charge percentage to 0.6% - thereby reducing the total service charge collection to 100%. The annual service charges for our building are roughly 25K per annum. This means that 14 of us are having to pay £1775.00 each and one (sneaky) flat owner only pays £150.00! My questions are these: Is it legal for one flat owner’s service charge percentage to be so much lower than the rest of the flat owners? Should the freeholder have re-distributed the service charge percentages evenly so all 15 flats would pay the same service charge percentage?

I bought a Mercedes S class S400 hybrid from Mercedes benz of Edinburgh in March 2014 to the tune of £84k. I work as a London Chauffeur providing chauffeur services to some very prestigious clientele. From the beginning I have endured nothing but Serious problems. The car had a serious engine cut out problem whereby when the car was transitioning from Hybrid mode to engine it would unexpectedly just cut out and there was no throttle. Of the many times that this happened there were two in particular that were actually life threatening and both times i had clients on board. One time I made a judgement and entered a busy roundabout and the car cut out which nearly caused a serious collision. This happened again whilst crossing a very busy road in London, luckily the on coming car pulled an emergency brake. I have also had problems with the drivers seat as to date it has not stopped squeaking. I work as a London chauffeur and this has been very distressing as well as highly embarrassing. I first reported this issue to Mercedes of Slough who couldn't find a fault, then I went to Mercedes of Brentford who also couldn't understand why the car was cutting out and couldn't find a fault. Mercedes of Brentford tried to cure the squeak in the seat but unfortunately didn't. Next I went to Mercedes of Heathrow who also did a diagnostic and told me that Mercedes HQ knew about this issue and it was gearbox related. They told me that certain tweaks had to be done to the gearbox and that the work would take half a day to complete (my cars gearbox prior to this was fine and smooth) they kept it in for a week. During the week that they had my car they told me that they couldn't reprogram the gearbox to go into reverse. They also tried to fix the squeak in the drivers seat but to no joy either. When I finally got my car back I quickly realised that the transitions of the gears were not as smooth as they were prior. I took the car back to Heathrow numerous times since then as the gearbox just didn't feel right. Eventually I was told by Heathrow that there was nothing else that could be done by them. They did pay one of my monthly payments but that doesn't solve the bigger problem at hand. I made countless calls to Mercedes customer services with regards all the problems and their answer each time was to take it to a dealership. The big problem here is that the Uk dealerships are just not educated enough to deal with the problems of theses particular cars. Recently Whilst on a job In December 2016 I endured yet another problem whereby the command system of the car failed which means No radio/tv or bluetooth is available in the car. Mercedes Slough have had the car from 16/1/17 till present and I have not even been provided with a temporary replacement to work in. I have literally had enough of this car. I know that they have changed the car for the same problems for a few chauffeurs as we are all connected, but not me. Im not actually asking for the car to be changed but rather for Customer Services to acknowledge the problems that I have constantly faced. I truly feel that Im lucky to be alive. I have had to fit cameras in the car incase I am faced with any other dangerous situations.

I am having a nightmare with the Ombudsman Service - Property following a complaint against an estate agent which has not been investigated in a fair an unbiased manner. I am desperately trying to establish what my rights are with a view to taking matters further following the investigating officer's final decision. I came across an old thread in this forum (linked below) and was hoping to be able to contact some of the members who had posted in this thread. I am particularly interested in the comments in post 29. Any help or guidance will be appreciated! (As a new member I am unable to post a link to the old thread) It was titled Complaint about Ombudsman Services Property and was started in 2012) Default Re: Complaint against Ombudsman Services Property Quote Originally Posted by Alirus View Post We're going through a similar nightmare with the Ombudsmanicon Services Property and would love to know how you managed to get the lead ombudsman involved as there is no way we will get anywhere if the case is reviewed by the same officer who is clearly biased in favour of the firm. It's very difficult - at the moment, it's a three stage process. Each time they issue a provisional decision, you can accept or reject. If you accept, it becomes the Final Decision. If you reject you have to provide new evidence or show that they made some kind of error in the decision making process. If this works, your complaint gets bumped up a level. You start with an Investigation Officier, then it goes to Investigtion Manager, then up to Ombudsman him/herself. If you get as far as the Ombudsman, when they write, it's the Final Decision regardless. You accept or reject. If you accept, it becomes binding on both parties. If you reject, you get nothing but you can pursue other methods of complaint (court proceedings etc). I can't find anywhere on their website where this process is detailed and it's not made clear from the outset that this it works, so I can't refer you to anything 'official' to show this is how it works, but that's our experience. Our case was reviewed by the Ombudsman in the end, but it took a very very long time. You just have to stick with it and keep writing the letters. Brace yourself for a long battle. In the meantime, please contact Steve G (ombudsmans61percent) who has already posted on this thread - he's trying to get everyone to work together to highlight the practices of this terrible unfair process.

READ MORE HERE: https://www.gov.uk/government/publications/court-guide-manual-of-service-law-jsp-830-volume-2

READ MORE HERE: https://www.gov.uk/government/publications/manual-of-service-law-your-rights-if-you-are-accused

More than 50,000 homeowners have signed up to receive fraud alerts in a bid to stop [problem]mers stealing hundreds of thousands of pounds by taking bogus loans against their properties. The property alert service, offered free by the Land Registry, helps people detect fraudulent activity on their property by sending them email alerts when, for example, a mortgage is taken out against it. They can then decide whether they think the activity is suspicious and can act quickly to alert the the Land Registry, their lender and the police. Property fraud is where fraudsters try to steal a property, most commonly by stealing the homeowner’s identity and selling or mortgaging the property without their knowledge. They then disappear with the money leaving the true owner to deal with the consequences. Since 2009, the Land Registry has stopped fraud on properties worth more than £92million. http://www.thisismoney.co.uk/money/beatthe[problem]mers/article-4000954/Land-Registry-service-helps-prevent-property-fraud.html Sign up to the scheme here: https://www.gov.uk/guidance/property-alert

Hi All I recently purchased a used car from a Main dealer for £14750 (5 year old) under the approved used scheme, after a week i noticed a minor fault with car and booked it in for the work to be carried out (they could not get the car in for 1 month) taking me outside the 30 day return period. When the car was in being fixed, i rang one on the previous service stamps (also from the same main dealer group) to find some information if the gearbox oil had been changed, they had only seen the car for the first 2 services at 4k, and 16k yet the book was stamped with the same main dealer for 28k, 39K, 48K, 59k. the dealer confirmed that the services had not taken place. and so did Audi UK head office who also confirmed the services had not taken place. So the car does not have full service history and 80% of the services are false, this invalidates the Audi approved warranty on the car. In the month i have owned the car i made a couple of changes £900 on sports suspension & £1000 on some new wheels. i think the dealer has broken the law by selling a car with falsified history and wondering what steps i should take.. the dealer has the car at present still and is saying to me the services he thinks were carried out by an Audi tech but not on the books..ie Saturday job.. and this is acceptable if Audi parts were used! this i feel in unacceptable as i paid a premium buying through a main dealer.. any thoughts or opinions on the above

READ MORE HERE: https://www.gov.uk/government/news/service-to-civvy--2

Hi Girls / guys, Not been around these parts for a while and always come back for expert advice. I will keep it short at this stage, but will freely give more details as required. OK, Bought a Parrot Bebop drone from Maplins in Leeds for £399 on the 5th of November 2016. The kit / toy / camera flying entertain system comes with 3 batteries. Followed all instructions and tried to fly it for probably all of 22 minutes, on the 6th of November. Realised that one of the batteries was flashing red and not charging. At this stage I reckon the merchandise is faulty. I take the whole kit back to Maplins in Leeds on the Tuesday of 8th of November, and explain the situation. They send the kit back to their engineers to examine battery and give diagnostic report, and would receive a letter confirming result. Have heard nothing from customer service until I phoned Yesterday 16:30 17-11-16. Spoke to a Tony in customer services who said the battery was faulty but needed power recycling... said "an engineer will phone you back" " got no phone call, so phoned back at around 19:30 and spoke to a David that said "your product is not faulty" He said "I have emailed a manager and they will call you today" NO CALL. My question is, where do I stand on faulty goods and returns? regards

There was a story in the financial section of today's Daily Mail about a chap who lived in south London and always had done being chased by Robbers Way for a debt that beloned to someone in Essex. it transpired that Experian does a people matching service and came up with the poor fellow's name and DoB being similar to the defaulter so they sold Robbers his details and they then put a default on his credit files and changed the original address to match the new erroneous data. Now I know that this crookedness and deception was down to Robbers Way but they wouldnt have ever had the opportunity to do so if Experian wasnt touting this service and then blaming others when they then hold false records on their system. RW even needed a big kick up the backside to remove the default as they werent going to do it willingly even after they were caught out by the DM. Vindictive sods.

Good morning! I have an interesting issue here. Last week a friend of mine came to a Post Office branch at Canning Town. There was already a small queue of just 3 people. It was Saturday. Closing time was 12:30. She came to the branch at 12:10. All she needed was to register her biometric details. The procedure normally takes around 4 minutes. But the staff of the Post Office refused to service her, because otherwise they would have to stay at work later than 12:30.. After several minutes of arguing my friend had to leave the branch, it was 12:20, still 10 minutes before closure. What should my friend have done in that situation? I'd like to know if the Post Office staff violated the law by doing so? If yes, how could the girl make them act in accordance with the law?

A Guide to the Veterans Welfare Service can be downloaded. READ MORE HERE: https://www.gov.uk/government/publications/a-guide-to-the-veterans-welfare-service

Hello team CAG, This is a little long, but please bear with me. I applied to one of the Emergency Services in London, and after passing an assessment was invited to an interview on 18th August. On 30th August I made contact with one of the two panel members who interviewed me as I had received no feedback. I had a lengthy conversation with this person who raised concern about unaccounted gaps in my employment but also stated that I sat a good interview and did not fail it. I was informed if I were to send a complete employment history covering the gaps along with key skills gained/used, there would be potential of a second interview but this would have to be with somebody else. On 4th September I emailed the person above (also Cc’d two other HR staff members) my complete employment history accounting for the gaps. I called my interviewer on 9th September as I had received no communications. I was informed that my information had been passed on and I should contact HR. On 12th September I received an email from one of the two HR staff members I had Cc'd informing me that I have been unsuccessful? No reason/feedback provided. I called this HR staff member the following day seeking an explanation and feedback. To my surprise I was informed that my interviewer had mentioned to this HR staff that she (my interviewer) had informed me that I had failed. My interviewer never mentioned this to me during any of our conversations. I emailed my interviewer on 13th September seeking clarification and feedback, which I am yet to receive. I sent a letter to the Head of Recruitment for role applied for on 16th September, expressing my dissatisfaction and seeking clarification/investigation. I also attached comms I made by email. Received an email acknowledging my letter and will respond no later than 14 days from receipt. GUESS WHAT?...NOTHING!!! Emailed this person on 9th October seeking an update, only to be informed my interviewer has been away, investigation is ongoing and will get back to me by the end of this week (14/10). If I do not hear from the Head of Recruitment OR if I do and the result is not in my favour, can I pursue this further? Your input would be greatly appreciated on this matter.

Hi, Due to Virgin Media price increases, signed up for BT Infinity, phone line and basic TV package on 06/09/16. Supposed to all be working by midnight 23/09/16 - phone line doesn't seem to be working and as everything comes through this I've zero service to date. Spoken to mostly India on the phone (over 5 hours and counting in the past week) and they open a fault then close it off as completed and open a new fault. They are saying an engineer will check from my property to the cabinet on 06/10/16. I suspect we have not been connected at the telegraph pole on the side street but they won't listen. I've had enough and I want to cancel without any charges and they can pick their equipment up. I'm told as it is more than 14 days since I entered into a contract for the service I can't cancel. How can this be? I am told I need to speak to technical again who must deem that the fault cannot be fixed, only then can I leave without penalty. How can BT get away with providing such a shoddy service? Even takes 30 minutes+ just to get through to cancellations! Unbelievable! Kind regards, chaoticj

Hi caggers, Please could you advise my next step, absolutely at the end of my tether!! We had TT installed at our new house approximately August 2015 and also had broadband . . . alas there was a crackle on the line from day 1 and after a few days i contacted TT to tell them . . . they sent an open reach engineer out and although his report was credible it didn't resolve the problem and so it continued, month, after month, after month until now when finally they appear to have sorted the problem out!! After paying them approximately 50.00 per month for calls, broadband (which also includes an upgrade which is a joke), and a telephone package to make the various calls cheaper etc (blah, blah, blah) The latest bill they have charged me a 65.00 BT Engineer charge, which of course i'm disputing with them . . . tonight on live chat they've offered me 67.00 compensation, which of course i flatly refused and informed them i'll be sending them a letter before action notice and will let the courts decide on true compensation . . . and here is my request please guys . . . what steps do i need to follow to ensure I get what I want, which is a decent compensation and not a token fob off and the cancellation of the contract as it's left a bitter taste in my mouth and I no longer want them to supply our household . . . thanks in advance guys . . .

Hello, I have been following this intermittently since I joined last October 2015. http://www.consumeractiongroup.co.uk/forum/showthread.php?452513-Sallie-Mae-UK-loans-statute-barred-or-not-scotland&p=4934734#post4934734 I am sort of the same situation, though I moved from Scotland to England in 2012. I am not sure which year Capquest via Sallie Mae, are referring to, but I received nothing after 2007-2008 when the loan was started until 2015, from the annoying letters they started sending me that year. I also had something from Arrow, but I have answered nothing for either Capquest nor Arrow. I tried to contact Sallie Mae UK in 2009 I believe but got bounced emails and nothing except something from an address in Canada, which was dead upon my response. So, seeing as how I am now in England, it is 2016, and theoretically the loan would have been statue barred in 2012 whilst I was still in Scotland, what would the advice be from the forum?

Hi all, Back in Nov 2015 i bought an Audi A5 Sports Convertible, 2012 reg, for £16,600 from a massive London based car dealer. In June this year I've decided to sell it as they worry of it devaluing in time was too much for me so i wasn't really able to enjoy the car anymore. I've tried taking it back to the same dealer but they were only able to offer me £13,000 after a quick check (this amount being subject to a thorough investigation). The guy told me the car is in a really good condition and i should have no problem selling it privately for about £14,500. So after advertising it for over a month i was lucky enough to get an offer of £15,000 but, just before paying the deposit, the potential buyer called the garage to verify the service history and was informed it's fake. As i still had a copy of the original advertisement from when i bought the car together with the six invoices, all from the same garage where presumably the services have been carried out (no service book, just invoices), I've contacted consumer rights and they advised me to get in touch with the company that financed the vehicle for me. In the meantime i got confirmation in writing from the garage that they've never serviced my vehicle so i've sent everything to the finance company who opened a dispute with the car dealer and said they will contact me in 5 working days. I am now waiting for them to get back to me but in the meantime i keep wondering what will i be entitled to?! i really don't want the car (I would have never bought it if i knew it has no service history) but i have used it in the past 7 months and added 4000 miles to its usage. i am worried they will only offer me what they did before (£13,000) but if it was as advertised by them (with 6 genuine services) I could have sold it for £15,000 privately, without a service history it's near enough impossible to sell a car of this value. Consumer rights wanted to report it to trading standards as it's a criminal offence but I've asked them to hold back for now as i feel it's my bargaining tool, I've mentioned this to the finance company and said i would like to try and resolve this matter peacefully first before getting the media and trading standards involved... Any ideas as to where i stand in terms of compensation? Many thanks, Anca

Good Evening Folks, Looking for some advice about whether or not I can actually get anything back from Samsung for their totally unacceptable customer service. To save me re-explaining to you guys, here is a copy of the email I have just sent to their complaints department. See what you think: Good Evening, I would like to make a formal complaint against the terrible customer service I have received. Around a month ago I contacted Samsung regarding a fault with my Galaxy Note 4 and the camera. The person I spoke to arranged for my phone to be picked up and repaired, I expressed concern that I wanted my phone for a holiday I was going on and the person promised me that the phone would be repaired and returned to me within 5 days. I have this in writing. I had not received my phone back, nor had any contact from anyone at Samsung or the repair centre. All correspondence up until this moment had been via email so I assumed it would remain like this. I contacted Samsung using the online live chat option. Session ID:- 6033078. In which the representative Taj told me that my phone had been repaired, was fully functioning and awaiting shipment back to me. To confirm the date I would receive the device he advised me to contact the repair centre directly. I then proceeded to ring the repair centre, who then informed me that my phone actually had not been repaired, and could not be repaired. So I was misinformed by your online chat representative. There was also no contact from anyone at Samsung regarding the fact my phone could not be repaired. The repair centre claimed they tried to contact me, however they said they tried to contact me on my own personal number, how could I answer this, when my phone was at their repair centre. I provided no other number to contact me on because I was never asked to do so. All previous communication had been via email, so I assumed that is how they would contact me again, they did not. Had I not been constantly pestering for information it could’ve been even longer before I eventually found out my phone was unfixable. The repair centre said they then contacted Samsung and advised to get in touch with me for an Alternative Resolution, which again, they did not. I had to contact the alternative resolution team. They provided me with a list of resolutions that were not acceptable. They would not provide me with a replacement of a galaxy note 4 again, the phone I had purchased and want. They offered me, an S6 edge, a phone over a year old or a refund of the current market value of the phone, which would leave me losing money and paying for a phone I did not have, so this was not an acceptable resolution either. They then proceeded to offer me a Samsung S7, an offer I reluctantly accepted as I felt I had no other choice. I wanted a Note 4 again. I asked for the S7 in Black, something again they refused to provide me with. They told me that the replacement would be with me within 7 days. It has not arrived. I also asked that they put all of this information in an email to me so I had proof and so I knew what was going on. They promised they would do this after the phone conversation. Again. This was not the case, I have received no email, and no confirmation that my phone was unrepairable so Samsung were sending me an S7. As a result I have tonight contacted Samsung through the online chat option again, Session ID:- 6161560 asking for information on what was actually going on. The same representative from the first time was on the other line and apologised for what had happened, but it was still unacceptable. He advised me that the phone had been issued on the 20th July and yet I still haven’t received it. Considering my phone was picked up at the beginning of July and I was promised it back WITHIN 5 days, this is completely unacceptable that Samsung have taken this long to provide me with a replacement phone. Especially as it was a manufacturers fault with the camera in the first place and not my own. Considering how much of a prestigious company Samsung is I am disgusted at the level of service I have received, which is very unfortunate because until now, I have loved and purchased many Samsung Products over the last 9 years. In light of the fact that: - The phone broke through a manufacturers fault - I was promised my phone (or a direct replacement) back within 5 days and did not receive this - Was contacted through no means, at all to be given information from Samsung regarding my repair - When I contacted Samsung I was given misinformation and told my phone had been repaired, despite the fact it hadn’t - When I tried to come to an alternative resolution, I was basically forced into a resolution I wasn’t happy with because it was the “best of a bad bunch” of options. - They couldn’t provide me with the phone I wanted - They couldn’t even provide me with the COLOUR I wanted, something that surely makes no difference to Samsung whether it’s black or not, why is this not an option - This has been going on for almost a month - I still haven’t received the phone (S7) that was supposed to have arrived already I am deeply saddened that this has been the outcome, as previously mentioned I was in love with Samsung products and often promoted them to friends and family, but as a result of this customer service I have received I do not think I will be buying Samsung products again. If you search the internet for Samsung customer service reviews it amazed me to find that this was the case an awful lot. Such a prestigious company, should have a far better customer service. I believe Samsung should provide me with some sort of compensation, or offer to “make it up to me” for this terrible customer service and the multiple issues mentioned throughout this email. This is not what I expected from one of the biggest phone manufacturers in the world. To say I am disappointed is an understatement. I look forward to your response Regards Do you guys think I was cheeky asking for anything, and do you know of anyone ever receiving anything for the terrible customer service they have received? Thanks in advance Kind Regards V