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Brainless Boris Bungles on…

The new Winter of Discontent continues.

Fuel prices are up because the Government didn’t listen to the warnings 18 months ago.  Government was warned that energy companies could collapse 18 months ago, Ofgem reveals.

Fuel shortages have forced the Government to relax visa restrictions in order for up to 5,000 lorry drivers from the EU to come and work in the UK.

Turkeys voting for Christmas!

Yesterday (26/09/21) it was announced that up to 5,500 poultry workers will be permitted to travel to and work in the UK, to prepare turkeys in time for Christmas.

Turkeys

Isn’t it ridiculous? Brexit was sold as a benefit for the UK. One of those benefits being more jobs for UK citizens. But it just isn’t working. We don’t have enough people able to take the driving jobs.

Why would anyone in the EU want to come and work in the UK for 3 months? To help out a country whose Government made it very clear they weren’t welcome. Come and work only to be thrown back again… It is an appalling way to treat people. We will use you while we can and give you nothing but abuse and no security in return…

There is no limit to this Government’s shame and dishonesty.

See just some of the Government lies in this video:

and more since then on Peter’s channel

School uniform costsAnd don’t forget their track record on education too. This was my open letter to OFSTED after Williamson called on parents to complain to OFSTED. Williamson gets an F for trying to incite complaints against schools

We have to keep on fighting the fight and raising awareness of the lies and the general incompetence of this Government. Buy  a book and fill it up with things that you are going to do to make change happen!

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Business Companies customer service Deliveries

10 parcels go missing every minute – what are your rights?

10 parcels a minute go missing

Research published today shows that parcels in the UK are going missing at the shocking rate of 10 every minute, due to loss and theft

The research, undertaken by Citizen’s Advice, found that 38% of all UK adults have received a ‘Sorry you were out’ card when they were at home, often leading to parcels left in insecure places such as doorsteps and bins. One in ten people have had a parcel lost or stolen.

Pressures on drivers is a significant factor in the delivery problems.

According to Citizens Advice:

  • In a single week, almost 7 million people (13% of all UK adults) experienced a parcel issue related to driver pressure. Such as the driver leaving before the customer could get to the door, or leaving the parcel in an insecure place like a doorstep or bin
  • In a single week, almost 3 million people (6% of all UK adults) missed a parcel because they didn’t have time to get to the door. This figure rises to 8% for people who are disabled or have a long term health condition and 9% of parents with young children”

Citizens Advice is calling for fines on companies for losing parcels and better protection for courier drivers.

I’m not surprised by the findings. Consumers tell her me on a regular basis about problems with deliveries. It often boils down to retailers using the cheapest couriers, which results in companies cutting corners.

It is important that consumers know how to deal with courier problems and so here are my top 3 tips!

  • Your contract is always with the trader to whom you gave the money. So the trader should deal with any delivery issues, not the courier.
  • The Consumer Rights Act 2015 (CRA) Act states that goods must be delivered within the time frame agreed with the seller. If one hasn’t been agreed (you have agreed a time frame if the listing supplies a time frame) the trader must deliver ‘without undue delay’ and at the very latest not more than 30 days from the day after the contract is made. After this time you are entitled to a full refund.
  • By providing details for a “safe place” to leave a parcel you are agreeing to it being safe. If there is a chance that it could be stolen, don’t use it as a safe place! It has become your property as the retailer has left the item where you specified. Items should be delivered with reasonable skill and care under the CRA, if the courier has not left the parcel in your safe place and has left it to get broken or stolen you are entitled to a full refund, including any delivery cost.

We have seen such an increase in online shopping during the pandemic and there are no signs of this dropping despite shops reopening. Instead of offering free delivery, retailers should look at adding a small cost, as people will pay for convenience.

Further details on your rights Your rights, mail order, online and deliveries

Help with complaints

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To ensure that you know your rights and how to use them take a look at How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results, as one reviewer says you’ll get more than your money back the first time you use it!

 

 

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101 Habits of an Effective complainer designed to improve the way you look at and make complaints. Each page gives you a complaining habit to consider and an example of how and why it empowers you to become more effective in getting the results you want.

 

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Join the Facebook Group Increase Sales through Customer Service: Compassion, Care and  Integrity  A private group where you can give and get support, advice and share good practice on how to improve customer service.

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Citizen’s Advice Press release 30 July 2021

Ten people have parcel lost or stolen every minute finds Citizens Advice

Citizens Advice is calling for fines for delivery companies as new research finds five and a half million (one in ten) people have had a parcel lost or stolen in the last year.

In addition, over 20 million people (38% of all UK adults) have received a ‘Sorry you were out’ card despite being home, resulting in some parcels being left in insecure places like doorsteps and bins

The charity, which is the statutory consumer advocate for the postal sector, is warning that the way parcels are delivered is not fit for purpose. This comes as it detects links between worrying pressure on drivers to meet targets and poor service.

Citizens Advice also found:

  • In a single week, almost 7 million people (13% of all UK adults) experienced a parcel issue related to driver pressure. Such as the driver leaving before the customer could get to the door, or leaving the parcel in an insecure place like a doorstep or bin*

  • In a single week, almost 3 million people (6% of all UK adults) missed a parcel because they didn’t have time to get to the door. This figure rises to 8% for people who are disabled or have a long term health condition and 9% of parents with young children

Despite these high figures, the majority of delivery companies receive no penalty for lost or stolen deliveries. Currently only Royal Mail is subject to fines if this happens, despite 58% of parcels being delivered by other companies.

“I have a sign on my front door asking for deliveries to be left in a specific place I can access, but nine times out of ten it’s ignored and my parcels are left in completely inaccessible places.

Charlotte, a quadruple amputee, is heavily reliant on delivery services, but drivers often ignore her pleas meaning parcels are left in inaccessible and insecure places. She says as a result she has to call one of her children to come round and pick up the parcel for her, inconveniencing them both.

The charity is warning of a link between poor customer service and heavy pressure on delivery drivers. High targets and short time frames as well as insecure working conditions mean many drivers struggle to provide a satisfactory level of service.

“I often felt like a kid playing knock down ginger. It was awful that I didn’t have time to wait. I’d deliver parcels to older people and couldn’t even help them put the package inside when they needed extra support.”

Jake, 28, worked as a self-employed contractor for a delivery company to earn extra money when he found out he and his girlfriend were expecting a baby. In the advert, he was told he would need to deliver 80 parcels a day but this expectation quickly rose to 180. This gave him less than two minutes for each parcel. Jake said this meant it was impossible to help customers with their access needs.

Citizens Advice is calling for an end-to-end overhaul for the parcels market:

  1. All delivery firms should face penalties for losing parcels: Currently, only Royal Mail faces a fine if a parcel is lost or stolen. Ofcom should extend penalties to all delivery firms to make sure that they take appropriate measures to keep mail safe

  2. It should be easier for consumers to get compensation for late or lost deliveries: Redress systems are complicated. Nine out of ten people (88%) said they found help difficult to access. Ofcom should extend consumer protection rules to cover all delivery companies, not just Royal Mail. This would mean all consumers received the same level of service if something goes wrong

  3. Drivers need better protections: Drivers’ employment conditions are often insecure, with unstable incomes and unpredictable working hours. These can lead to poor practices like leaving before consumers get to the door. The remit of the newly announced Single Enforcement Body should be widened to include the power to determine working status. This would make sure all drivers are on the most appropriate employment contract.

Matthew Upton, Director of Policy, said:

“Poor service shouldn’t be accepted as part and parcel of the delivery market. It’s clear that the current system isn’t working for drivers and consumers alike.

“As key workers, delivery drivers have become familiar faces for lots of us. During the lockdowns they helped us receive gifts from loved ones, clothing for growing children, and in some cases vital medicine for those unable to leave the house.

“It’s easy to lay the blame at the door of individual hard-working drivers. But the reality is that these failings are baked into the system. Addressing the unsustainable pressure that drivers are under and holding companies to account is the real way to improve this essential service for the millions of people who rely on it.”