Hi all A quick update on my final 3 complaints regarding irresponsible lending all with the Financial Ombudsman Wageday Advance - complaint rejected by adjudicator. escalated to an Ombudsman who has disagreed with adjudicator and will give final response this week. Lending Stream - received e-mail from adjudicator upholding my complaint. She has written to lending Stream with her response asking them to refund all interest on all loans. They can refer to an Ombudsman and I think they probably will as they have been awkward throughout the whole process although she has said unless they can come up with more information then the outcome is unlikely to be different. PoundstoPocket - heard from adjudicator, he is hoping to provide a response by the end of this week. Nearly at the end of a long struggle with payday lenders. So far have had refunds from 7 out of 10 lenders and it looks promising for the other 3. Would advise anyone in a similar situation to make a complaint.

Ryanair has signed a deal with Ombudsman Services that will see the organisation operate as the airline’s approved alternative dispute resolution (ADR) body. Approval to the scheme means that passengers of Ryanair who have disputes relating to issues such as denied boarding, lost baggage, delays or cancellations will be able to escalate their complaint to Ombudsman Services if a satisfactory resolution cannot be reached with the airline. The scheme operated by Ombudsman services will be free of charge to consumers. Up until now, you have to take your case to the Civil Aviation Authority (CAA). But the CAA don't have the same powers as ombudsman schemes, meaning they can't force airlines to pay out. The service is expected to be up and running by spring 2016. http://www.traveldailymedia.com/229670/ryanair-aims-to-simplify-complaints-procedures/

Can someone give me a rough turn around time for FOS complaints? Thanks

Hello all just wondering if it is worth complaining against DCA- eg MMF and McKenzie hall etc i have had real bad experiences with these over the years who would i complain to and what would i get out of it also i have little evidence as these clowns will only deal over the phone

Hello all! I have been reading this website for awhile and decided to join yesterday! I am extremely interested to get anyone's advise or experiences with having Bank of Ireland put on CIFAS, how to approach it and how it can be resolved. Many Thanks Lisa

Hi there I took my (hitherto good condition) car into Kwik-Fit for a major service (£160) on the 6th of May. It is an older car, 2002 Ford Focus with 100k miles, so not worth a massive amount of money. The service was carried out, and no issues were flagged up about the car's engine or performance (just some comments on the tires, a bit of rust on the exhaust, and one of the seatbelts), so I drove away quite happily. Upon picking up the car, it seemed a little juddery to drive, but I thought this would smoothen out as I thought it may be the engine getting used to the new oil or sparkplugs. Since the service record specifically states that a test drive had been carried out, I assumed this had been observed by the staff and was therefore considered normal. Over the next few days the juddering got worse and then, come Monday the 11th of May, the car would barely drive (constant stalling, very little power when accelerating, constant juddering and lurching of the entire car). First thing on Tuesday the 12th I took the car back in to the branch to be looked at and to be repaired as obviously they had caused these problems during the service. They had to call in their Master Technician to look at it as they could not pin down the issue. After a few hours I phoned to check in and I was informed that the car was basically a pile of rubbish and was throwing out error codes left, right and centre, and had potentially serious engine problems. And, lo and behold, since picking it up after work the car is performing *even* worse, still juddering constantly, but now also revving constantly between 2000 and 4000 revs even when idle. The car was driving nicely before the service, and then completely failed after Kwik Fit staff had their hands on it. The car passed its MOT just a few weeks ago and the service report given to me on the day of the service gave it mechanically a clean bill of health. The report also specifically states that no diagnostic fault codes were found. That same day the terrible engine judder began and it all went downhill from there. Clearly something has gone very wrong during the service. I sent a written complaint by both email and through the form on their website on the 12th of May and have, up to now, heard absolutely *nothing* back from Kwik Fit (not even a confirmation that it's being looked into). I find this utterly ridiculous as I am completely without a vehicle as a result of whatever they've done to the car. I really don't want to phone them as I want to keep everything, at least at the first point of contact, in writing. I think it's only right that they repair my car to an acceptable, drivable condition considering the damage they have caused. I would also expect my service fee refunded however getting the car fixed and back on the road is more important. Just don't know what to do next!

As the topic asks Do we have the email address of the BT executive Complaints, not the normal phone drones. I did have Ian Livingston but i do not think he is with BT any more Thanks

Fines for misusing bus lanes are overtaking parking tickets as the main cause of complaints from drivers, according to the AA. The motoring group said thousands of drivers were being "entrapped" by worn road markings and poor signage. A junction in Lambeth, south London generated the highest number of fines, totalling over £6m, the AA claimed. Lucrative rat traps' Edmund King, AA president, said: "Whilst we support the use of bus lanes in the right places, functioning at the right times, we are totally opposed to 'entrapment' cameras on poorly designed or poorly signed bus lane junctions. "If thousands of drivers are getting tickets at the same junction then something is wrong and that junction or bus lane should be reviewed. "We fear that too many local highway authorities have become addicted to the lucrative income from these rat traps." BBC

See Below for Details Can anyone tell me who is the regulatory body for amazon? Or who to contact that can handle a complaint on my behalf? Cheers!

A cagger has asked me to start a thread in respect of complaints against Credit Reference Agencies. The Link below is to an American article. http://www.housingwire.com/articles/34870-cfpb-complaints-against-credit-reporting-agencies-rise-sharply It would appear that complaints there against CRAs has risen considerably. Two of the 3 most complained about agencies are Experian and Equifax. I seem to recall that we have had several complaints about CRAs on CAG - one that comes to mind is where an Agency provided credit information to someone they shouldn't have. (I will try and find the thread and link it) The Court of Appeal has ruled that the CRAs are not obliged to ensure absolute data accuracy !!

Hi I am new to forums so i apologise in advance if this is in the wrong forum. I had a call from a foreign gentleman called "philip" claiming to be from the complaints department of the Financial Conduct Authoruty stating that certain creditors (Santander Barclays and capital one) of mine had got together and complained to his department as I was in a debt management arrangement, gave an approximate value of debt owed and wasn't paying them enough to clear the debt quickly enough. While we do owe money to these creditors two out of the three are in my wifes name. I told him that i didn't believe he was from that orginisation and put the phone down on him. I got a phone call back immediately from him which he was more threatening. I advised him to send me details in writing. and that i would not deal with him. He said that he had this recorded and would send Bailiffs round. 1)I believe this to be a [problem] 2) Has anyone else had this type of Cold Phone Call 3) i dont believe that these companies who we have got agreements to pay back would "club" together to make a complaint. Any suggestions would be gratefully received

Me and my partner have been fighting Npower since the start of 2007 and it is still ongoing. When I met my partner 2 1/2 years ago she had a token meter and one day I went to put one of her tokens in to find that she had a debt on the meter of around £860 being taken at £3.02 a week. She was unaware that there was a debt that high on the meter and told me that it should have only been around £64 from when she changed from a credit to a token meter but thought it had been paid off through the meter a long time ago. We opened up a complaint well what a song and dance that has been. customer service have not been any help. one tells me one thing and they can do this and that while another says they can't. mid 2004 credit meter was changed to a token meter with a debt on an old bill found of £64. however once the complaint was opened Npower said they need to look at the meter e.g. take it out and put in a key one as they said old one maybe broken. We then find out the meter wasn't looked at and looking further into the account the debt is actually £1680 of which they can on the old meter only put a debt on of £999 as thats all it will allow on one go. this has gone on now since 2007 to the point we spoke to a manager on the phone for an hour and she said well you must owe it. Before speaking to her 1st April gets our quartly statement december 7 to march 10 bill was £1448.99 on the 3rd of april gets a letter saying that the debt of £1500 will be taken at £10 a week and added to the token key in a few days. We as manager why it has gone up £51 and she said it could be emergency credit. but it cant be right that from 10th march to april 3rd that it would be £51 She went onto say that a warrent of exacution was sent out to force a token meter in march 2006, however my partner phoned up june 2006 to ask why there was a warrent (this was logged on computer) when she already had a meter and they came march 2006 to change the something on the meter and gave her a new card. The manager said there was a new card around that time but we would have to send that old one back in to prove our case. partner said that the old card was sent back to them in 2006 as they requested in writing to send it back which they still do now because when we went onto this new key meter they wanted our old card sending back to them. She told us to put everything in writing explain everything and the back dated statements we had been asking for over the course of 2 years for 2004-2006 and mention this managers name so they know we spoke to her. Now the other day we were told we still owe the debt they are not looking into it anymore now and if we want the back dated statements from 2004-mid 2006 they are £35 each statement which would cost us around £350 Is this right can they actually charge £35 per statement I thought under the data protection act (subject access request) We are allowed for a small fee to have copies of whatever information companies hold on you for a fee of around £10?? She went onto say that they dont have to prove we owe the money we have to prove to them we dont how the hell can I do that when they wont release the information as we haven't got electric statements dating that far back. What Npower have tried to say is that we had a credit meter in from 2004-2006 and never paid them (hence the warrent of execution to force one in march 2006) although there was already on here. They haven't answered the question if we didn't pay electric for 2 years you would have cut us off.

I have recently made a formal complaint to a London Law firm, about their conduct and this has led to a compliant being referred to the Solicitors Regulation Authority. I am concerned though that in 2009, 98% of complaints about solicitors were not referred to the Solicitors Tribunal and in fact it appears that 90% of public complaints were not upheld at all. I have therefore created a blog to publicise how they deal with my complaint in an attempt to establish whether they are or are not fit for purpose. I can't enter a URL link directly as I haven't posted to this forum ten times yet (I don't want to post 9 other spurious messages just so I can!). I hope the moderators of this forum will allow this link as it goes to a page that has much more information than I can post directly here. I would very much welcome comments and feedback here. Have readers of the Consumer Action Forums had any dealings with the Solicitors Regulation Authority and if so, was the outcome satisfactory? The SRA claim that their main objective is to protect the public. Do you think they achieve this goal? Thanks for your support.

I've been put on the work programme with a4e and have numerous complaints against them which I am pursuing. I am on esa. Some of the complaints include the first guy I saw laughing at me, the first guy stating that 95% of the people that went there don't want to find work, the lifts being out of order for 3 weeks at least and the office is on the second floor. and on and on... One of my main concerns however ,which I am taking as far as I can including contacting newspapers, is their behavior concerning contracts and agreements. The first time I went I was given a sheet of paper to sign which luckily I noticed said 3/3 in the corner, when I asked for the other 2 pages (which he had not given me) he said we will talk about them after we sign. I told him I needed to see them before I signed… to cut a long story short I became confused and distressed and scared of getting my esa sanctioned if i did not sign.(I have mental health problems) I told him I did not understand what I was agreeing to and asked if I could take the papers away to study or get someone to help me with. He said \"no\", I ended up in tears saying I don't know what I'm signing but signing anyway. I have no idea what I signed. The second time the woman walked me to the reception desk and put some paper down and said, if you just sign this you can go, I noticed there were quite a few other papers under that one and said what are these then, I insisted I would need to read and understand ALL of the papers, by now everyone in the reception was looking at us and I think she became aware of this and said I could take them home, I jumped at the chance, she then said "there are a few things I should explain first"…. she tried to retract the offer once she had got me away from the people witnessing the event on the grounds of not wanting to damage my mental health by causing undue anxiety. at my first meeting I'd become extremely distressed and asked if i could bring someone to help me next time and he said " She will want to see you on your own the first time"... I believe they have been instructed on what words to use as, i took it as a no, which is strongly implied. I know someone who was refused the right to read the other 2 pages (who also suffers mental health problems) until after he signed, which he refused to do until he had read them, they put him down as refusal to sign and reported him to job centre, he is awaiting news on whether his benefit will be sanctioned. I believe a4e have a deliberate policy of withholding information from 'customers' , information that they are agreeing to. I would be very interested to hear if anyone else has had similar experiences of a4e. \"Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it's the only thing that ever has.\" (Margaret Mead)

I wanted the NHS to disclose to me any complaints that may of been made against a Doctor that worked at a particular hospital, as I had concerns about their performance etc. I was told that releasing details of any complaints against any doctor is in breach of the Data Protection Act 1998 under, exemption s40 (personal information). Any thoughts or other processes that may be of help? Thanks

This may be of some use to consumers when dealing with complaints made to their energy suppliers: http://www.legislation.gov.uk/uksi/2008/1898/contents/made

Scottish Power is the most complained about energy supplier in Britain, the latest figures from Citizens Advice reveal. The national charity and consumer advocate has released its latest quarterly complaints league table, which reveals: There were 1,163 complaints about Scottish Power per 100,000 customers in the last quarter of 2014: the latest period for which data is available. This is the highest number of complaints ever recorded about one energy firm. Complaints about Scottish Power increased 588% throughout 2014. The new figures also show that SSE retained top spot as the least complained about company. In the last quarter, the number of complaints about SSE, British Gas, EDF Energy and npower decreased. Npower has made improvements, but is still performing poorly relative to most other firms, with more than five times as many complaints as the next worst company. Complaints about Scottish Power are due to its new billing system, which meant some people didn’t receive a bill and others struggled to have their problems resolved. Scottish Power was banned from selling energy for 12 days in March 2015 after failing to meet Ofgem targets for resolving customer complaints. The investigation behind the ban found that the firm had not made necessary customer service improvements to respond to complaints. Citizens Advice has worked with Scottish Power to help resolve the problems its customers are experiencing. As a result it has now taken steps to deal with its backlog of complaints. These include hiring new customer service staff, extending call centre hours, and setting up a special phone line for vulnerable customers. Tips for energy customers Complain to your energy supplier as soon as you experience a problem. If you have not received a bill but are expecting one, try to put money aside so you are able to pay when you do eventually get the bill. Energy companies are only allowed to back bill for energy you used in the last 12 months, anything older than that should be written-off where the supplier is at fault. Ask for some sort of compensation for the time you spent on trying to sort out problems and the financial impact of late billing for example reduce the balance of the bill and cover the cost of phone calls. Npower customers who have received a late bill can contact the supplier on 0800 9759065 Scottish Power has increased the opening hours of its call centre to 10pm to help deal with customer queries. Suppliers must take into account ability to pay when setting debt repayment levels. You can get advice from the Citizens Advice energy consumer line on 03454 04 05 06. If you are struggling to resolve your complaint you can raise it with the energy ombudsman on 0330 440 1624.

Hello! I've started the petition "Rt Hon David Cameron MP: Rectify a major injustice" and need your help to get it off the ground. Will you take 30 seconds to sign it right now? Here's the link: http://www.change.org/p/rt-hon-david-cameron-mp-rectify-a-major-injustice Here's why it's important: In 2009 I made a complaint about the solicitor engaged to handle my late father’s estate. The solicitor quoted 30 hours to do the work but eventually charged the estate 131.9 hours to do the work. Should the public be ripped off by those in a position of trust who are supposed to act in our best interests? I made a complaint to the solicitor and he declined to respond to my complaint because I was only a beneficiary of the estate and not his firm’s client. My complaint was escalated to the Law Society after those acting on its behalf assured me that I would not be liable for any costs. The complaint has ended up costing me over £108k most of which has gone to the solicitor I complained about. My wife and I nearly lost our house and were almost made homeless because of the ruthless way in which this solicitor sought to enforce the cost order he obtained against me. My story was covered on BBC North West tonight on 24 March 2014 and again on BBC Rip of Britain in Series 6 Episode 18 on 8 October 2014. The matter was brought to the Government’s attention at Justice Questions on 12 November 2013 and again at Prime Minister’s Questions on 9 April 2014 by my local MP Mr Simon Danczuk. My MP described the solicitor as “The Solicitor from Hell” and the SRA described his behaviour as “Morally Reprehensible”. Clearly the system for regulating solicitors is not fit for purpose and the Legal Profession is unwilling or unable to deal with such corrupt and fraudulent practices. How can a profession whose members are supposed to be trusted to the ends of the earth act with such a complete lack of integrity? This matter has been taken up with the Prime Minister who promised that his Justice Minister would look into the remedies available to me. The Minister says the Law Society is responsible yet solicitors acting for it say I have no claim against it. Clearly in UK law I do not have any remedy to reclaim the losses suffered from making such a complaint. I call on the Prime Minister and his Government to act with integrity in this matter and rectify the injustice which I have suffered. It cannot be fair and reasonable that someone making a genuine complaint must bear such a heavy cost for investigating it. You can sign my petition on the link above. Please copy my e-mail to those who you think might support it. Thanks! Paul Cowdrey

More than a quarter of all Npower domestic customers complained to the company last year, according to figures from the energy regulator Ofgem. The company received 1.48 million complaints in 2014, amounting to 28,000 for every 100,000 accounts - 28%. That was the highest proportion of any of the "big six" energy suppliers in the UK. An Npower spokesman said: "We have been working hard to improve our overall customer service." Even so, the complaint rate was up from 2013 when it stood at 25,100 per 100,000 customers. British Gas, the UK's largest energy supplier, received most customer complaints in total at 1.7 million. But that represented 11.5% of its customer base, a lower proportion than Npower. Npower has been the most complained-about energy company in the UK for several years. However, when it came to resolving complaints the company performed much better. It sorted out 29,000 complaints per 100,000 customers last year, more than the number it received as it dealt with some of the backlog from the previous year. That clear-up rate was the best among the big six suppliers. "A recent survey by the complaints resolution body Ombudsman Services stated that energy complaints only make up 11% of all grievances they receive," said Npower. Poor service Npower customers have suffered from poor service for several years. In 2011, the firm was fined £2m by Ofgem for mishandling customer complaints, while British Gas was fined £2.5m for the same problem. The next year Ofgem issued a general warning to all energy suppliers telling them that the information their customers needed to make a complaint should not be buried on their websites. In 2013, a new computer billing system started causing problems at Npower. At one point nearly 300,000 bills were being sent out late every month. By mid-2014 the regulator threatened to ban Npower from taking on new customers via its telephone sales force until it could prove it was sending out bills on time. The company avoided having its business curtailed when it finally improved its billing procedures. But it was still forced to concede that anyone who received a bill that was more than 12 months late would not have to pay it, if the fault lay with the company.

The Financial Conduct Authority (FCA) could consider a time limit on Payment Protection Insurance (PPI) complaints as part of a wider review to decide if the scheme has been a success. The FCA said it will use this evidence to assess whether the current approach is securing appropriate protection for consumers and enhancing the integrity of the UK’s financial system. It will look at how banks are handling complaints and how PPI complaints are being made. The regulator will then consider whether further action is needed such as a time limit on complaints or whether to continue the PPI scheme in its current form. The FCA will publish its conclusions in the summer. Since January 2011, firms have handled over 14 million PPI consumer complaints about the sale of PPI, upholding over 70% and paying £17.3 billion compensation. http://citywire.co.uk/new-model-adviser/news/fca-to-review-success-of-ppi-complaints-process/a795761

Hi I have 2 overpayments currently being reccovered from my ctc these are for 2011/12 I have being disputing and complaing etc since then. I have all my sars data with parts missing have wrote complaint about missing data also contacted my mp who contacted them. What i am wondering now I have majorityof call reccords and screen shots I feel it should go to offical error, however was wondering if i should await response from ministerial complaints or carry on and submit letter of official error.

In Feb 2014 I transferred from First Utility to Scottish Power, having been told by "The Big London Energy Switch" that SP could handle readings from my electricity Smart Meter. It quickly became clear that they could not, we switched back to First Utility. Scottish Power had garbled our meter number, claiming we did not have the electricity Smart Meter! They also failed to agree transfer readings, resulting in a 74kWh overcharge where both companies charged for that block of electricity. They know what the correct meter readings were. After numerous complaints, which never get dealt with, a nd my wife spending several hours on the phone over the past four months, I am considering Court action. What is a reasonable amount to expect as compensation for the ongoing delay and incompetence?

recently myself and my partner were in Poland and used our Barclays debit card to purchase flights back online. The bank then blocked the card, when the automated machine at the airport went to validate the card it wasn't valid, I have then spent a considerable time on that day trying to contact Barclays who constantly couldn't understand me and kept putting me from person to person, upon asking to be put through to my branch in Northern Ireland, I was told that Northern Ireland was a separate country and not part of the UK, when I said my local branch they told me no branches in Northern Ireland existed, having spent a considerable amount of time arguing they finally gave me a number to branch that "didn't exist". The branch informed me that the card was blocked and that I needed to call the fraud team to unlock the card, I rang them straight away to be placed on hold for close to 45 mins and the phone being cut off on 3 separate occasions. finally that day I rang the branch again, and they weren't able to lift the block themselves, and told me to try again tomorrow. As were denied check-in, and with no access to money from our debit card, we asked if they would increase our credit card, to which they said that wasn't possible from a non-UK number. we were left in Poland with no access to funds and very little money on us, we continued in vien for the next couple days to no avail, and finally concerned we had no way of paying a mounting hotel bill, my partner who is Polish, was compelled to take a loan for us to get home, in between this I contacted the complaints team, and gave them my Polish number to call and liase with me to resolve the matter, to which they spent 5 days trying to ring a UK number!!! I personally ended up in hospital with stress from all the drama, and having made a total of 11.5 hours worth of phone calls to Barclays from a Polish phone, contacted the branch again who said that we were to keep all the receipts from everything and bring them back and that Barclays would put us back in the position we would have been in had this not happened. This was also confirmed by the complaints team, and finally when we got home was told to head to my branch and take all evidence of everything with me to show the catalogue of catastrophes, and firstly they tell us the complaints handler they have assigned us is on annual leave, and no one knows when he's back, when we asked to speak to a manager, were told Managers' aren't here to talk to customers. From the branch appraisal of the situation we were out of pocket by 5117.49 including the loan and over 500.00 on phone calls. Finally it was upgraded to Level 2 in complaints and she was very helpful and listened to me and told me that they would get things sorted out as quick as possible. I explained that obviously we have bills to pay now and are so out of pocket I had to sell my Ipad, she agreed she understood the urgency and would take steps to resolve with me asap, finally today they ring back and tell me after the complaint has been in for over 4 weeks that as a gesture of goodwill we would like to credit your account with 300.00. I argued and said after everything that had happened this was unacceptable, and threatened to speak to the legal team, then she went on hold, and said well we could do 600.00. I then asked was this the final response to which I was told that it was a gesture of goodwill, and that in actual fact nothing had been investigated at all. After the offer of 600 I telephoned through to our local branch, who told me "they weren't surprised" as Barclays hate admitting they're wrong, and that I would have a long fight on my hands to my money back from them. And that owing to the amount we were down I should ask to be moved to Level 3 complaints for a decision, I upon recieving a further call from complaints told them I wished it escalated to Level 3, she asked me why? I asked the question after everything that had happened, would you accept 600.00?? she said no.. .Then I was asked what was the minimum I would accept..... We have banked with Barclays for a while, I feel totally abused by this "bank" it's dishonest practices and treating customers like dirts is unacceptable in todays unstable banking world. Would love some advice. T

I sent the following pm to jonni2bad at around 3p.m. on 1st August. **************************************************************** Hello. I made a couple of posts in the Jimmy Savile thread in the Bear Garden forum, with plenty of supporting material, and they have disappeared. I can see no reason why they were removed, I have had no explanation either, and request that you look into this for me. What site rules am I supposed to have broken exactly? I find it extremely concerning and worrying to be honest, as this is fundamentally about children. Much appreciated. Thank you. Renog. P.S. I am following the complaints procedure as laid out in the following link: http://www.consumeractiongroup.co.uk...iewing%29-nbsp However, I can see that jonni2bad hasn't been active for well over a year, so I am sending this pm to ******* as well. I know ******* is a fair mod and will no doubt advise me accordingly if jonni2bad isn't available. **************************************************************** I assume I was correct in assuming that jonni2bad isn't around at the moment? I have redacted the name of the other mod I sent the pm too. Anyhow, I didn't get any response from any mod whatsoever. I then followed up this pm with an email to the admin@cag email address at around 11p.m. on 5th August, I still have a copy in my 'sent' email folder, where I again raised the matter of my unreplied pm and fleshed out my main issue a little bit more. However, I still haven't had any response whatsoever. So, firstly, does the complaints procedure need to be amended? Secondly, can someone help me out with getting my issue looked into? I wasn't sure what else to do other than start a thread, no disrespect intended at all, as I did wait very patiently and I was getting nowhere. Much appreciated and I hope to hear back from someone soon. Thank you.

http://www.walesonline.co.uk/news/wales-news/complaints-payday-loan-firms-more-7392418