The Retail Ombudsman is no more

Former “Ombudsman” loses the right to use respected title

Reblogged from http://ceoemail.blogspot.com

The Retail Ombudsman (TRO) is no more. The private company, set up in 2015 to
provide dispute resolution for consumers, has lost the right to use the respected
title of “Ombudsman”.

TRO has resigned from the Ombudsman Association (OA), its trade body, for reasons
that remain unclear. The resignation means that it is no longer allowed to use the
“Ombudsman” title. The company is in the process of dropping the title during the
course of this week and will now operate as a provider of alternative dispute
resolution (ADR) services, outside of the ombudsman system.

Companies House rules stipulate that companies using the “Ombudsman” title must be
members of the OA. The OA seeks to ensure the quality of its members through a
periodic revalidation process. However, rather than complete the recent
revalidation process, TRO resigned just as that process was concluding. Neither
the OA nor TRO would comment on the circumstances which have caused the
resignation.

Privately-run ombudsman services have been a feature of the consumer landscape in
the UK for several years. However, the system has been criticised for being
difficult to use, lacking transparency and not having a single point of contact
for consumers. Many of the largest high-street retailers, including ASDA, Tesco
and Morrisons, had refused to co-operate with TRO, preferring to use their own
internal complaints process or another ombudsman or ADR scheme.

The appointment, regulation and management of private-sector ombudsmen is
fragmented, dealt with through a complicated combination of the Department for
Business, Energy & Industrial Strategy (BEIS), the Chartered Trading Standards
Institute (CTSI), the Ombudsman Association (OA) and Companies House. BEIS would
not comment on TRO’s loss of ombudsman status, instead deferring to the Companies
House press office, who in turn have not provided any substantive comment.

Marcus Williamson, the editor of consumer information website CEOemail.com, who
has been monitoring private ADR since 2014, said: “The behaviour of TRO – in
resigning during the OA revalidation process – demonstrates once again that a
retail ombudsman role is too sensitive to be handled by the private sector. It is
time that retail was given a government-run ombudsman system, in a similar way to
the financial sector.”

Williamson – who co-authored the June 2016 report Ombudsman Omnishambles with
Helen Dewdney – suggested that TRO’s management had made a number of fundamental
errors of judgement in its 2 1/2 years of operation. This included, he noted,
employing a convicted criminal as its communications director and having as
ombudsman an individual who had breached the Companies Act on multiple occasions.
Williamson believes that OA and CTSI should insist on a “fit and proper person”
test prior to allowing any individual to take on an ombudsman role.

The Retail Ombudman had been run by Dean Dunham, a solicitor, former restauranteur
and former celebrity lawyer, who established TRO in early 2015. He claimed to have
15,000 retail companies as members of TRO and 100 staff, although the company’s
accounts filed at Companies House do not support these figures. He also had a
regular slot on the London-based LBC talk radio channel, offering consumer advice,
and a Sunday Mirror column.

Update 21st July 2017 Statement on The Retail Ombudsman

References

Companies House rules on use of Ombudsman title
https://www.gov.uk/government/publications/incorporation-and-names/annex-a-sensitive-words-and-expressions-or-words-that-could-imply-a-connection-with-government
(see paragraph 1.86)

TRO members list
https://www.theretailombudsman.org.uk/tro-list/

TRO staff numbers and retail members
https://www.theretailombudsman.org.uk/why-the-retail-ombudsman-is-the-best-adr-choice-for-small-retailers/

Ombudsman Omnishambles report
http://ceoemail.com/ombudsman-omnishambles.pdf

Companies formerly run by Dean Dunham
https://beta.companieshouse.gov.uk/officers/yEuzy-BYjZK6erw9hbUGFZ1Y4SU/appointments

Accounts for Consumer Dispute Resolution Limited, trading as The Retail Ombudsman
https://beta.companieshouse.gov.uk/company/09189773/filing-history

Contact at the OA
Nick Bennett, Chairman of the OA
Nick.Bennett@ombudsman-wales.org.uk

Contact at TRO
Dean Dunham, former ombudsman
dean.dunham@theretailombudsman.org.uk

Contact for this press releae

Marcus Williamson
Email: marcus@connectotel.com

 

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Tesco insect in raspberries!

Time for a Tesco complaint story. Well would be a shame not to wouldn’t it? For those new here see History with Tesco!

So, there I was down at my Mum’s and she bought some raspberries and cream. She did this little shriek when she nearly put some sort of flying insect thing in her mouth ‘cos it was stuck on a raspberry. Now, given that I once found an insect in Tesco rice a few years back and how Tesco dealt with it – I refused to take back to the store as not knowing if it would get “lost” in the post. Anyway, I sent it for them to investigate and they found out what insect it was and gave me £30 for my trouble. This was in Clarke’s day and I wondered if things had changed.

Now, having met Dave Lewis the group CEO a few times including interviewing him last year I thought I’d email him. Normally I wouldn’t expect a CEO to respond directly but I thought well he knows me and I’ll use my normal humour and see if it makes him smile.

See if it does you?

Dave

Before your time at Tesco I bought some rice from Tesco with an insect alive in it. I named him Phillip. Insect in rice.

But now there’s big trouble because I’m down at my Mum’s and she bought some raspberries from Tesco. (Taunton). Raspberries and cream we had and she just stopped short of putting some in her mouth as some thing very big with lots of wiggily wriggly legs crawled out of a raspberry. It may have had wings but there was a bit of a cream crust so can’t be sure. Was hoping to film him crawling but my mother suffocated him with some Tesco finest clotted cream. Not a bad way for Mike to go I suppose but even so Tesco has upset my Mum now and so, well, that has to be at least an email to the CEO obviously! She was very cross which means I am. But I won’t bother with the stuff that I usually put in these things regarding legal stuff and redress because I trust you to do right by my mum!

I have Mike ready to post to Tesco for testing to see what it was and where it came from. If he has wings we may need to change the name to Saint Michael.

Happy Easter

Kind regards
Helen

Well we thought it was funny. I’d normally do the kind of email that always gets results regarding Consumer Rights Act 2015 etc etc. But got the usual email from the executive office. They took a long time getting back to me with no reference to the story. Miserable whatsits. They told the supplier but didn’t want the raspberries to check what it was. They gave my mum £20.

Well my Mum was pleased….

Tesco Group CEO email or Tesco UK CEO contact details  should you need them.

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All you need to know about credit score rating

 

 

Guest post  by James Jones is Experian’s Head of Consumer Affairs

 

When did you last check your credit score?
Despite now being free, less than half (45%) of British adults have ever taken the time to find out their credit score. So I guess there’s a pretty good chance you answered ‘never’ to the title question, which I think is a shame. Let me explain what your credit score is and why it’s important. And while we’re on the subject, I’ll try to set the record straight on some popular credit untruths too.

Your credit score is an assessment of your credit report (aka credit history), which is your recent track record managing a wide variety of credit accounts such as loans, credit cards, mortgages, mobile phone contracts, car finance, current account and even some regular household bills such as energy, water and broadband.

Ask a lender for credit and it’ll get your permission to check your credit report to help it predict how you’ll behave in the future. There are three agencies in the UK that compile credit reports on people my employer Experian, Equifax and Callcredit. Your report at each agency can differ as we don’t all work with the same credit providers.

To help lenders process large volumes of applications quickly and fairly your credit report is usually turned into a credit score. This indicates the probability you’ll miss future payments based on your credit track record. The higher the score the lower the risk. You can ask each agency for a copy of your report and for a guide credit score. It won’t be the same score a lender uses but will give you a decent idea where you stand.

The Experian Credit Score is calculated on a scale of 0-999. A score of 961 or higher is classed as excellent and around 30% of Experian’s customers have an excellent score. As a result, they should be able to access cheap borrowing from a wide range of providers. On the other hand, a poor score can leave you struggling to be accepted for credit and, if you are successful, paying over the odds for the privilege.

So, it can certainly pay to take a little time to find out your score and, if it leaves room for improvement, to explore how you might be able to improve it.

The three agencies have lots of advice on their websites on building a great score and they can give your personal tips if you get in touch. Services like Experian CreditMatcher can also show you which credit products you’re likely to be accepted for based on your current credit score, removing a lot of the guesswork from applying for credit.

To help make sure your credit score is right on the money, let me sign off by leaving you with my five top tips on getting your credit score in good shape, plus the top credit score untruths.

Top tips for a tip top credit score
1 Build a positive track record – use some credit and don’t miss payments.

2 Don’t max out credit cards, ideally keeping balances below 50% of the limit​. In fact, the lower the better.

3 Space out new credit applications to avoid looking needy.

4 Decouple your report from other people’s if they’re no longer linked to you (eg an ex-partner).

5 Register to vote – it helps ID checks and can give your credit score a boost.

Top five credit untruths
1 There’s a credit blacklist – nope, there isn’t one. Credit reports are factual and mostly positive.

2 Previous occupants affect your credit rating – not the case. Someone else’s credit history can only come into play if you’ve linked up (usually via joint credit with a partner).

3 Credit refusal damages your score – no it doesn’t and the outcome isn’t even shown on your report, just the fact that you applied. But do avoid multiple applications (see pt. 3 above).

4 Credit reference agencies decide who gets credit – not at all. We do help but only the lender can decide which customers to accept.

5 Checking your credit report (or your score) harms your credit score – absolutely not! You can do this as often as you like – so what are you waiting for?

About the author. James Jones is Experian’s Head of Consumer Affairs and leads the company’s public education programme, advising people on, for example, credit reports, credit ratings and identity fraud. James is frequently on TV and radio, and regularly answers people’s questions through both traditional media and online via the Experian website, Facebook and Twitter. He began his career at Experian in 1992 after graduating from Cambridge. He loves travel, sport and real ale, and regularly combines all three by following Nottingham Forest and Nottinghamshire County Cricket Club.

 

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Airline claim compensation letter template

It would appear that many airlines like to make it difficult for passengers to claim for compensation and redress for delayed or cancelled flights. Then there are the companies which say they can do the work for you but take a hefty commission.

Well, here’s something from me, for free, which should help to get you your due compensation (See the rest of the post for details of what you need to fill in and other related information). 🙂

Dear xxx

Re : Compensation claim for delayed flight booking reference number

I am writing regarding flight flight number on date from departure airport to arrival airport. The scheduled departure time was departure time. However, the flight arrived number hours late at arrival airport.

Under EC Regulation 261/2004 I am claiming compensation for this delayed flight. The passengers in the party were:

full names of everyone on your booking.

My scheduled flight length was number of kilometres, therefore I am seeking (select from €250 / €300 / €400 / €600) per delayed passenger in my party. The total is total compensation sum for all passengers for all passengers.

(If appropriate include the following text) During the delay the passengers in my party were not provided with any refreshments and/or hotel accommodation. Please find attached copies of receipts for the cost of purchasing our own. Please refund in full: bullet point everything you paid for and the costs.

If claiming for both delay and other then add the following:

Please provide me with the total compensation of:

£xxx for EU flight delay (based exchange rate £1.00 = €1.13 on 12 June 2017) and £xxx  for out-of-pocket expenses incurred.

Total £xxx

I look forward to a full response to this letter within seven days. If I do not  receive a satisfactory response I will not hesitate in taking the matter further which will include, but not be limited to, informing the regulator and if necessary starting proceedings through the Small Claims Court.

Yours sincerely/faithfully

 (“Sincerely when you know the person’s name and “faithfully” when using Sir or Madam)

EU Compensation
Compensation for delays is only due on flights in the EU or when using an EU airline arriving two hours or more late. How much you are entitled to depends on how long the delay and how long the flight. It changes again if the flight is cancelled before/after seven days before you are due to depart. It does not reflect the price of the flight and is straight out compensation.  The tables for amounts to which you would be entitled per flight are below:

Denied boarding or “bumped” from a flight compensation
Airlines will often ask for “volunteers” to not take the flight in return for compensation and this amount would be agreed with the airline at the time. If you are forced off due to overbooking it is the same compensation as if the flight were cancelled.

Flight cancelled 7-14 days before departure compensation
Rates are different for notice given and for when you arrive (even if the flight to which you have been changed is longer but gets you there earlier).


Flight cancelled less than 7 days before departure compensation

Exchange rates correct at July 2017.

Other redress
Flight cancelled or delayed for several hours – the airline must look after passengers. It must provide food, drinks, and some communications. If passengers are delayed overnight, this also means providing them with a hotel and travel to and from it. (All these must still be provided even if the delay was out of the airline’s control). Keep claims reasonable.

Affected by BA debacle May Bank Holiday?
See  BA powercut debacle: Airline keeps passengers in the dark about their rights for more information and details of other things that you may be able to claim for such as phoning their helplines!

Luggage
See Quick guide to lost luggage – your rights

Holidays and flights
See All you need to know about booking/complaining about holidays/flights for more

More templates, advice, information on holidays and most other sectors
Get the Book! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! 

 

 

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