Hello there, A few months ago, I made a complaint against my manager at work. This complaint was sent to him so as to give him the opportunity to address my concerns. I provided overwhelming evidence to support the fact that he has been treating me unfairly. After he received my complaint, he appeared somewhat remorseful. I know this reaction was due to the overwhelming facts that I presented him with. He later agreed to dealing with the issues between us and a date was eventually set for this discussion. However, sometime later, (prior to the proposed discussion with my manager), I was called by the head of department who informed me that several members of staff (14 people) had made complaints about me. (Please note I’ve had an impeccable record in my work and have never received any complaints prior). All these complaints were supposedly received by my manager (whom I had complained about). I immediately recognised retaliation and a complete set up. I requested for statements from all these complainants, (as apparently) these numerous complaints were all lodged verbally. Eventually, I received only 9 unsigned statements. The other 5 were not mentioned or accounted for. I proceeded to request for signatures for these complaints. I clearly stated that I would not respond to these complaints unless they were signed. I was told that I would be in receipt of these signed statements by a certain date. Following this, I received several pathetic excuses and promises that these signed statements would be sent to me. However, these were never sent. Eventually, after weeks of procrastination from my head of department, I was told that the company is not obliged to provide signatures. In my opinion, this entire matter reeks of foul play. The fact that they agreed to sending signed statements, and then retracted this decision, weeks later, strongly suggests that the complaints are malicious and trumped up, as I've maintained right from the onset. I genuinely believe these complaints are without merit and this belief has been strengthened by them refusing to provide signed statements, despite their original promise to do so. My head of department is insisting on progressing with the investigation, even in the absence of my response to these allegations. I feel this is very unfair as they have failed to provide signatures to complaints that they deem to be valid and genuine. What are my options? I’m at my wits end. I’ll be grateful for any advice on this matter. Many thanks in advance.

Britain's biggest bank, Lloyds, received nearly 6,000 complaints a day from July to December last year. And more than eight in ten were about payment protection insurance. Overall, across all its Halifax, Bank of Scotland and Lloyds TSB brands, complaints fell by 11 per cent on the previous six months. Banks are now forced by the City watchdog to publish their complaints data every six months Lloyds is the first to go public with its data. The Financial Services Authority will reveal a complete set of figures on March 27. Lloyds has been bombarded by complaints over mis-sold PPI the past few years. It has already put aside £5.3billion to pay compensation to victims. This is far more than any other bank — and the figure is expected to rise when it announces its latest results on March 1. Last week, the Financial Services Authority fined the taxpayer-backed bank £4.3million for delays in handing out redress to 140,000 customers. PPI complaints fell from 727,068 in the first half of 2012 to 658,289 in the final six months. A spokesman insisted it is a legacy of its past — and pointed at vastly improved day-to-day banking complaints figures, which fell from 132,958 to 103,735. Read more: http://www.thisismoney.co.uk/money/saving/article-2284997/Lloyds-faces-6-000-complaints-day-8-10-PPI.html#ixzz2MDytyV5q

Britain's biggest bank, Lloyds, received nearly 6,000 complaints a day from July to December last year. And more than eight in ten were about payment protection insurance. Overall, across all its Halifax, Bank of Scotland and Lloyds TSB brands, complaints fell by 11 per cent on the previous six months. Banks are now forced by the City watchdog to publish their complaints data every six months. Lloyds is the first to go public with its data. The Financial Services Authority will reveal a complete set of figures on March 27. Lloyds has been bombarded by complaints over mis-sold PPI the past few years. It has already put aside £5.3billion to pay compensation to victims. This is far more than any other bank — and the figure is expected to rise when it announces its latest results on March 1. Last week, the Financial Services Authority fined the taxpayer-backed bank £4.3million for delays in handing out redress to 140,000 customers. PPI complaints fell from 727,068 in the first half of 2012 to 658,289 in the final six months. A spokesman insisted it is a legacy of its past — and pointed at vastly improved day-to-day banking complaints figures, which fell from 132,958 to 103,735. Read more: http://www.thisismoney.co.uk/money/saving/article-2284997/Lloyds-faces-6-000-complaints-day-8-10-PPI.html#ixzz2M8T9wu00

My solicitor asked me to try, i may be lucky to ask the public: is anyone got motor insurance with Royal and Sun Alliance and was able to get motor insurance with a CU80 motoring offence around May 2011 ?? Much appreciated for your reply.

i have been inundated with calls from moorcroft. the problem is that my phone number has been recycled from the last subscriber and i am getting all the calls for her. as usual despite repeated requests to cease and desist, i get ignored. i have demanded they send me a copy of their complaints procedure by email which i have just received, i then receive another email from moorcroft with a password telling me i need to use it to open up the complaint document. I smell a rat Dear Mr Further to your recent telephone contact please find attached a copy of our response. The attached document is password protected and an email will follow shortly with the relevant password. Should you experience any problems accessing this information, please do not hesitate to contact us via the email address below. Your sincerely Compliance Team Moorcroft Debt Recovery if i try and open the attachment i will get this This file, Account response xxxx.zip, is password protected so it can't be scanned for viruses. We recommend continuing only if you're sure the file is safe. By continuing to download this file you may risk infecting your computer with a virus. To download, click here:

Today, the Local Government Ombudsman released a very important FOCUS REPORT which outlines their concern at the increase in complaints concerning bailiffs. The FOCUS REPORT is very detailed and many people on the forums will be able to identify the type of complaints that they have with bailiffs with the examples that are outlined in the report. The report makes it very clear indeed that local authorities need to ensure that they take responsibility for their bailiffs’ actions and that any complaints are handled appropriately, including considering complaints themselves when necessary and not simply referring the complainants back to the bailiffs. The link below will take you to the LGO page which outlines in brief the basis of the FOCUS REPORT and the link on the top right hand side of the page will open the full report. http://www.lgo.org.uk/news/2012/nov/lgo-highlights-problems-bailiff-action-behalf-councils

Hi all, Stumbled on this site while looking for information around an ongoing issue I have with Vauxhall. The story so far: I went to replace a tyre yesterday as it kept going down got to the tyre centre and the technician said he wouldn’t fit the tyre as the wheel rim had two cracks in it and it would be dangerous to fit the tyre. my wheels are quite large as they are 20" alloys, anyway I took it back to the dealership and plonked it on their desk and asked them what are they going to do about it as the car is a 2009 model and I don’t think that the wheels on my car should be cracking after just 3 years (car is now out of Vauxhall warranty and the extended warranty won’t cover it). They have taken my wheel and have gone to Vauxhall UK to see if there is anything that can be done. at this current time I'm spending hours on the phone almost as a go between for the dealer and VUK, VUK are looking to see what they can offer but it’s not looking good at this time; so my question is what rights do I have to get my wheel/s replaced by VUK or am I barking up a tree for nothing. Any advice would be appreciated. Steve

Hi, I spoke with Woolwich in August last year about additional borrowing: they claimed I needed to move to a capital repayment to qualify. I told them if I could secure the borrowing I would make the change. Next thing I know I have an arrears letter for 2400GBP claiming that this phone call had allowed them to make the change and that I owed them an additional 345GBP per month through last 5 months of the year. When I called to complain the first two or three people said they could not find any reason for the change and it should stay as interest only. Finally today I speak to a member of their team who says: a) I was told on the phone call and they have honoured my request to change to repayment: no contract is apparently necessary to make this change and they can not change it back b)they said as i have a standing order to pay my mortgage they were unable to make any changes to my account information c) they do not offer interest only mortgages so I can not change back None of this makes any sense and I am happy to pay them my mortgage but do not like the idea that a phone call authorises them adding 75% to my mortgage each month... Does anyone know if it is possible to use a phone call to authorise a mortgage change, and also what the steps are that I can take to make them correct this ? Any support gratefully appreciated as am finding them a complete nightmare to deal with on my own!! FOS are happy to register complaint and send a letter but hoped there might be a better solution via this forum!

I'm new to this so please bear with me! I took out a PDL with LS in April 2011 which was repaid within 14 days giving my notice to withdraw. I have recently found out that since then LS has updated the CRA's with late payment markers for approx £350 interest which was never due. I have sent 2 recorded delivery letters and countless emails to LS to dispute the info, they have failed to reply to any. I since contacted the CRA's who eventually confirmed that LS had agreed to amend my record. I have requested compensation from LS for the incorrect data entered as per their T&C's and those of their trade association to which they stated that 'it was unreasonable to request compensation as they have outlayed money to remove the information from my credit record'. I have also complained to the BCCA but they have also failed to respond. I am willing to take the matter futher but unsure which organisation... OFT, FOS, FSA, ICO? I know this matter might sound petty but this company should not be allowed to get away with treating consumers in this way, especially when they have breached their own T&C's.

http://www.bbc.co.uk/news/business-19968609

Hi guys we stayed in a hotel in blackpool for 3 nights (Grand Metropole hote) and the room was ment to be a non smoking delux room with full board (breakfast and dinner). what we ending up with is a room that stunk of smoke, bad food and the room had really badly stained , damp walls and ceilings and the view from the windows was of cigarette butts where other people had been smoking in the room and chucking them out on the balcony. we did complain but never got anything done about it, when i got back home I wrote a letter to the manager who just offered us 1 night free at the hotel and what i wanted was a full refund as we paid top money of £100 a night for a delux room and we never got what we paid for. we took lots of photos of the room never seemed to make any diffrant to the manager. do you think I can take this to a small claims court and can i get legal aid for this sort of thing being a small amount of money? I Did try ringing my credit card company to see if they could get my money back but they were not help either

Hi Everyone. Just a quick question. I have a four page letter of complaint against the DWP, which is being sent recorded / registerd (which ever one needs them to sign for it). This letter is mainly about my local branch Jobcentre. My question is : My signing advisor has now been changed to one of the staff that my complaint relates to. Friday last week I asked the Customer Service Manager for a complaints form, and I have had to sign with this new advisor on this Monday (8th Oct). She was basically rude and aggressive, plus a whole load of other problems I have had with my Jobcentre. So as my complaint involves her, can I request a different signing advisor ? Hope you wonderfull people can help.

Morning all My husband and I have owned a static caravan at a large commercial holiday park for 4 years now. We have, since the very first year, had problems with the park's drains and septic tanks whereby the tanks are not sufficiently able to handle the amount of sewage passing through them and, as a result, raw sewage has erupted from the ground a couple of meters from our caravan on many occasions, where my 2 young children play. When there has been heavy rain, this has only made the problem worse. The story is a long one, but at this point I would be very glad of some advice as to where to turn next. We have complained many times to the park itself. The General Manager of 2011/2012 (there has been a new one every year we have been there!) approached Head Office. They shirked all responsibility. I then wrote to the General Manager and sent in photos. Still nothing. I then turned to the British Homes and Holiday Parks Association. It said that if offered an arbitration service. I forwarded them the letter and photographs, along with a further letter and further photographs of another eruption. Far from "arbitrating" they simply sent my letters and form to the General Manager of my park! Whose response to my pages and pages of letters and photos was half an A4 piece of paper, basically saying "sorry, not our fault". The BHHPA then simply wrote to me and said "here is their reply, we take it this is an end to your needing us". To say I am angry is an understatement. We are selling our caravan this year (assuming we can!) as it has caused so much stress, plus the now extortionate ground rent is simply too much for us to find each month. In any event .... is anyone able to assist with some advice re my next step? I simply don't know where to turn to next. I was going to write to the Head Office myself, as their only correspondence so far has been through the General Manager, but not sure this will do any good. Is there anyone out there who actually sets the rules and regulations that the park owners have to abide by? Many thanks for your help. Victoria

TalkTalk remains the most complained about landline and broadband provider, according to UK regulator Ofcom. It has topped the chart since Ofcom began publishing it in October 2010. Complaints about its broadband service often related to line faults while landline quibbles focused on billing and customer service, Ofcom said. For mobiles, Ofcom received the most complaints about 3, while BT Vision was the most complained about pay-TV service. The regulator said that generally complaints were falling, with all broadband and landline providers generating fewer issues between April and June 2012, compared to previous periods. More ...

Under the advice of the good members of CAG, I recently made an enquiry of the OFT and received a response which made be of help to others. A bit of background for those who are not aware - in order to carry out Bailiff activities, Bailiffs (or their companies) need to hold a consumer credit licence. To hold such a licence, the holder needs to prove that they are "fit" to hold a licence and this is tested via a "Section 25" test. If their fitness is called into doubt, the OFT can investigate and potentially remove the licence. SO, they sent me a link to a document which will make interesting reading for anyone who has received communication from, or who have dealt with, a bailiff http://www.oft.gov.uk/shared_oft/business_leaflets/consumer_credit/OFT664Rev.pdf misrepresenting your powers, misrepresenting outcomes, not being clear on charges, adding charges not legislated for, failiing to accept a reasonable offer of payment, etc etc ALL REASON FOR COMPLAINT AND REGARDED AS UNFAIR PRACTICE enquiries@oft.gsi.gov.uk is the email address you'll be wanting. They will not give you advice, but they will take your complaint against any licence holder and either investigate, or keep it on record pending an application to renew a licence.

Hi there, Just a quick question, I had sent a few letters back and forward to the Estate Agent who was managing a property I was renting. One of which was a complaint letter, I got a few responses back from them. For some reason I can no longer find these letters and I requested them from the Estate Agents. I'm not sure but surely they have to keep any sort of correspondance for a certain amount of time? Anyway, they have said that they won't send me them. This is what they have said: "No. I may produce the letters at a later date when required." Surely they can't refuse to give me the letters? Its correspondence between ourselves (Them the estate agent managing the property and us the tennants?) is this allowed? Against the law? etc etc?

Just a bit of advice really. I have 1 table 1 search (outstanding debt) carried out by a certain finance company for a very old and SB'd debt. It isnt for much, approx 500 quid which they are chasing me for. I am about to respond with an SB letter, etc, however I will also ask them to remove the search from my CRF. Now given the amount, I wonder if I can use the FOS / ICO complaints charge to 'encourage' them to remove the horrid search since it is likely to cost them more than what the debt is actually worth. So my questions are this. 1. Do all complaints made to FOS/ICO end up with the 'poor' DCA having to pay an investigation fee? 2. If so, how much is it (read alot of conflicting info, somewhere mentioned £850) 3. How much of an effect does a table 1 search for outstanding debt impact my CRF, bearing in mind i'll have a total of 3 over a 18 month period. Appreciate anyones advice here. Cheers

Firstly, Hello and thanks in advance for any help i may get. 7 Months ago i bought a PHILIPS HQ7340/17 Rotary Shaver Product code: 074409 £79.99 from Currys, Unit 1A, Stadium Retail Park, Wembley Park Drive Wembley HA9 8TS it was a lovely day and i was on my motorbike so i went for a ride and got home around 9pm. When i opened the box it had a european plug attached and as i live in Wembley i couldnt use it...i went back the store and complained and they said sorry but wouldnt give me any reason why the item couldnt be used or why there was no clear indication on the advertising that you needed a secong european socket.. i wrote to Currys and Emailed and also phoned but to no avail, so i got on with my life, untill that is today....i got back from a little trip away and realised i'd left my razor Off i went to Currys in Wembley and sure enough they had the razor, but it still didnt say anything about needing a extra plug.............SO ME: hello i'd like to buy this Currys: ok thats £79 ME:does it come with a british plug? CURRYS: Yes ME: Could you open it up and check Currys: Erm , Erm, Yes why not ALL OF US LOOK ON: CURRYS: oh, no sorry, its a european plug ME: what would have happened if i got home and couldnt use it? CURRYS: yes, thats bad ME: thats ok, ill take it if you give me a free european plug CURRYS: we cant do that ME: can you get your boss plese ....................................................................... Scene 2 Act 2, the boss appears.............. ME: Hello, this razor will not work in the UK with the socket attached CURRYS MANAGER : we can sell you a Socket. ME: I'm sure you can, but idont want a socket, i want a razor with a british socket attached to the end so i can get a shave. CURRYS MANAGER: then theres nothing we can do for you ME: Do you know that these are no good unless you live in Europe? CURRYS MANAGER: they are good if you buy a socket ME: Ill have it for free CURRYS MANAGER: well we are not going to do that and if theres nothing else i'm afraid i'm busy ME:-x: did you know its got a foreign plug on it? CURRYS MANAGER: yes ME: it doesnt say on the box i need another socket CURRYS MANAGER: it also doesnt say you dont need one Touche Currys Nemesis ......Touche ................................................................................................... Act 3 Scene three, the meetings of the minds ME: are you really a manager CURRYS MANAGER: yes ME: and you know it wont work in my house? CURRYS MANAGER: it will if you buy the socket ME: Were on the box does it say i need a socket CURRYS MANAGER: Touche Customer, Touche ( this didnt happen, it was in my mind) CURRYS MANAGER: it doesent ME: Thats clearly a misrepresentation CURRYS MANAGER: why ME: becuase A: i need a second plug to use the razor and B: it doesnt say so on the box CURRYS MANAGER: it could look like that ME: yes, yes it could CURRYS MANAGER: can i help you with anything else ME: yes, do you have the socket i need to use the razor that doesnt work unless i but it? CURRYS MANAGER: yes ME: could i see it? Manager gets me the socket and i place it on top of the razor.... CURRYS MANAGER: would you like to buy it? ME: No, i just wanted you to see how easy it was to put the second item next to the first item and with maybe a little note attached saying something like...........erm i dont know lets say............THIS ITEM WONT WORK WITHOUT THIS SECOND ITEM. CURRYS MANAGER: I can see how looks ME: really anyway i take her name and her boss's name and explain i was in the same shop six months ago and was sold a razor that didnt work unless i bought a second universal socket is it me people or are Currys breaking some law on false advertising Many thanks The Hooded Claw

Hello there, Staffordshire University suggested I contacted you regarding the ongoing and urgent issues I have with student finance. I have recently completed a BA Hons Geography at Staffordshire University. However, on the day I attempted to collect my results I was told I was ineligible as my tuition fees for 2009/2010 had not been paid. This was to be paid through a tuition fee loan from the student loans company. 12 months ago they cancelled this loan in error. Despite numerous reassurances and complaints over the last 12 months, and importantly - for no good reason, these fees have not been paid despite the fact that I have been confirmed as eligible for funding. As you can imagine, I am in a constant state of anxiety, and stress because of this. All of my friends and colleagues have received their results, and the lack of results is having implications for finding employment, household bills and so on. The call centres at Student Finance are completely indifferent to my issues - my case is passed from department to department to department - all of these departments are apparently non-contactable by phone. I was told the funds would be paid to my university by today. When I rang I was told to expect to wait another two weeks before my issues were acknowledged. The only way you can make a complaint is by email. The financial ombudsman said there is literally nothing they can offer in terms of help as they seem to be a self contained entity. The staff on the phone refuse point blank to escalate the complaint, I've waited 4 times to speak to a team leader with no avail. And I've worked in plenty of call centres over the years so I'm pretty good at playing ball. The three emails I have sent in the last 10 days have all been ignored. Is there any advice you can give or any assistance you can offer? Yours sincerely,

Hello, I have recently moved out of a shared flat and have been asked by our estate agents to produce a copy of all utility bills to reclaim the deposit. Throughout this time we were paying a monthly direct deposit to NPower for what we were under the impression was duel gas and electricity. It turns out that this was only for gas and that for the 10 months we were in the flat we had never received an electricity bill. After calling up Npower, E-on, British gas and every other electricity companies I could think of and being told that none of them supplied the electricity, I contacted the local electricity distribution board who stated that it was NPower who supplied our electricity and gave us a supplier number. I then recalled NPower and gave them this number which they said referred to the original gas account. After contacting the distribution board again, NPower reluctantly agreed that it was them who supplied our electricity and simply stated they would draw up a bill. We have just received a very rude call from NPower demanding immediate payment of nearly £500 and we have yet to have an actual bill from them!! We are willing to pay for the electricity we used but think it is very inconsiderate of them to demand it straight away when they have taken a year for them to admit they supply the electricity! Does anyone know if the company would have to provide some kind of payment plan (as it was their mistake) and who we can complain to about this?? Thanks for the help!

Our boilerstopped working 3 weeks ago!! We have insurance with Homeserve called"Home emergency" via Churchill insurance. We contacted Homeserve whosent out an engineer, and reported that the heater exchange needed to berepaired. Homeserve reported that the engineer also said the flu was not at thecorrect angle so the claim would be void as there had been water damage to theboiler although the engineer, inform us it was the heater exchange was thecause. We were advised by Homeserve the flu had to be resolved before theywould deal with the claim. There was no issue with the flu, pointing in thecorrect position, but we made sure to be on the safe side. We contacted themagain and they would now get an engineer to resolve the boiler. Homeserve wouldget there 3rd party engineer to call us back in 2 hours, but nothing. We calledback the next day they said we are still trying to find an enginner and wouldcall back, 2 days went by and no call back. The policy only covers up to £500and apparently the call out fee for the engineer was £150!! Now our policy willonly cover £350. Spoke to them last Tuesday to see what was going on and againthey still trying find an engineer, its now Saturday and had no communicationfrom them. Called again this morning and a manager will now call us back by13:00...lets see what happens. 3 weekswithout hot water, Homeserve constantly trying to get out having to pay for theclaim. No communication. Appalling service, don't just take my word for itGoogle "Homeserve complaints" there everywhere.

I was travelling with my wife to London from Reigate on Sunday. I wanted to buy 2 return tickets with London travel card for our day out in London. I reached the station the ticket office was closed, so I had to use the ticket machine outside the station to buy my tickets. The menu options is very confusing if you want to buy anything other than a return ticket for a single passenger. I queue was forming behind me and in my hurry I ended up with 2 single tickets to London. When I realised my error, I could do nothing to correct the error as the machine does not returns. I thought it would be easy for the ticket checker to correct. On the entire journey to London, we did not see a ticket checker. On reaching London, I went to the ticket counter and told the person in the counter what had happened. He said, he could not help me as the station in London is managed by a different company. Due to this problem, I had to buy 2 single return tickets and separate travel cards in London. I ended up spending £49.50 for the trip instead of £26.40. I wrote to Southern railways and I got a standard rejection letter stating “Under the ‘National Rail Conditions of Carriage’ it is the customer’s responsibility to check their tickets upon purchase before they depart. You are, however, able to amend your ticket, or apply for a refund at the station before you depart on your journey.” I called the call centre to reason with them that I would have loved to do so, but the ticket office was closed!!! The ticket machine is not sophisticated enough to issue refunds. The person over the phone was very rude and said it was my fault that I bought the wrong tickets in the first place. What can I do? Sen

The Really FOS. The following is an e-mail sent to myself from the FOS requesting a copy of a letter from the Bank I was complaining about. "Dear **** Thank you for your email. In answer to you question, I have destroyed the letter from the bank. Regards" Anyone else been here? Geraldine

It's a long story so if it's ok I'll just post my communications with them. If anyone can throw in what I should do now that would be great. I have had some advice but the template was given is not making sense to me Ok here it goes. *********************** Original Message Follows: ------------------------ Enquiry Type: Customer service complaint (TV) Description: I have been a customer for 81 days. I joined with the incentive that I would receive £50 worth of Marks and Spencer vouchers within 40 days. I still have not received them! I have made 3 calls to customer services about this and I still don't have my vouchers even after being promised they would be sent out and told I would be called back to see if they had arrived. Well, still no vouchers and no one ever called. This really isn't good enough. On Tue, Aug 31, 2010 at 8:48 PM, Sky Help Centre wrote: Dear Mrs Brown Customer Account Number: 6300######## Thank you for your email about M&S vouchers. I have looked over your account and I can see that no M&S vouchers have been issued. When I looked further into this I found that the order was processed by groove electronics and that they have not processed that particular offer. Below is the confirmation screen to show that. Action: Order Completed Orderline Type: ADD Date: Thu May 27 20:15:47 BST 2010 Effective: Thu May 27 00:00:00 BST 2010 Sale type: NEW Offers: Interest source: -Independent Retailer Origin: Sky To be able to issue you with the £50 of M&S vouchers you would have to go back to Groove Electronics to have the offer processed. Kind regards Steven Sky Help Centre http://www.sky.com Original Message Follows: ------------------------ After contacting Grove Digital, They have informed me that they where unable to add this offer to my account at the time as it was not done online. I clearly applied for Sky online and was directed by your website (http://www.Sky.com) that because I lived in a flat I would have to complete my order with Grove digital. I don't see why because of the address where I live I should be penalised and not receive an offer that persuaded me to apply for a product. I shall be contacting the Advertising Standards Agency as feel that I have been duped into purchasing a Sky package under the false pretence that I would receive £50 worth of M&S vouchers. Your response of trying to pass off blame to Grove Digital is not acceptable. rom Sky Help Centre to date Fri, Sep 3, 2010 at 7:15 PM subject Re: Customer service (TV) (KMM6511765I15977L0KM) hide details Sep 3 Dear MRS ##### Thank you for contacting Sky Help Centre. I’m sorry to advice you that you are not eligible for the vouchers in question, The vouchers are a free gift given to customers to follow there Sky order through to the end in Sky.com. If we are unable to install the equipment for you rather than you loosing out on a great TV service we will direct you to a 3rd party installation company who will do the install for you, as the installation was not complete using Sky.com then you are not eligible and the terms and conditions do advised customers of this. We hope this has answered your questions but should you require any further help please reply to this email or alternatively call our customer service team on 08442 41 41 41. Whilst I realise that you may be disappointed with the decision made, I hope that you can appreciate our position on this matter. Kind regards Thomas Sky Help Centre http://www.sky.com Ok Key points: 1: I did apply online, if you have more that 10 flats in a block the website directs you to call an independent installer to book the installation. I don't live in a tower block or very high up it's just what they do. 2: I received an email from sky about rating my 'Online experience' the same day I applied. 3: The first email implies that I am entitled but someone messed up. Where do I go now Caggers? I know I should be mentioning he Sales of good act in a stern letter but where do I send it to? I'm so confused... I still have a bit of baby brain. Please point me in the right direction. x