Dave Lane

I am not sure it can improve. Things will only get better when they suddenly realise their customers are their investors. I am currently looking to remove all my money from Fidelity because poor and shameful customer service.
As a customer, investor or just anyone, I do not care if I have got the wrong drpertment, YOU TRANSFER ME !!. Change your policy.
Also tell me now now after several weeks and further email chains.
I do not want email after email telling how important I am but could you contact x y or z.
Scenarios: I do not use all my 25% at reitrment because I fear if sadly something happens I might that cash. Or say I want to increase my Drawn Downs, or The Gods forbid there is an emergency.
I have spent the last 5 weeks asking for information on my account. And today, told AGAIN as you are a customer please contact blah blah blah.
I know someone will answer saying yours is a unique case, blah blah blah, and we are committed, or its my fault.
BUT, BOTTOM LINE, if I need access because a loved one is in need, I do not want all this. Fidelity is too high risk for me, and I need something more risk adverse and customer facing.
So, I will take a hit and move it, probably to somewhere with easier access but little growth.
It is a shameful experience. Shameful.

I am updating my review. I have just heard from Fidelity.
Less than 24 hrs.
I am afraid that their response in and of itself has answered my review.
It is strange perhaps and the evolution of how we use the internet and social media, but it appears to me that Trustpilot and others where people have a voice are becoming the new contact point for all companies.
Do not engage with companies themselves as their systems are devised to obfuscate rather than make transparent, just hit a "Human" based medium and tell the world the truth. It's already here with Whatsapp, X, et al. Why not Trustpilot.
However, in the past the companies were shamed to react, but as this becomes the common play, are we or have we just watered down the effect.
The hubris of Fidelity getting in touch when it's their communications to blame is not lost on me. Nor is asking for my help in identifying me when I use my email through every engagement with Fidelity.
You see there is honest interaction and dishonest interaction, the latter giving the appearance. In the social media arena it might be more difficult to be dishonest, as the immediate impact to so many (the sheer) volume to dishonest chat is epic.

No Fidelity, you can choose to remove or not see my interaction as real, but the requesting information which is superfluous, it matters not. I chose to leave, under my terms. And if every person, social media style, did the same, your voice would not exist.

This is the most I have felt and written in 60 years.
I have become so disillusioned by it all.
Goodbye.

Good clear footage, although the presenters were (for me) a little mixed. Good content. Can't wait for Seria A.

The interaction with Joshua. Made all the difference. I was a little preoccupied and he straightened everything out. I think it is great they are open on Saturdays as its easier for joe public to get access. Sometimes during the working week finding time is difficult. Thanks for opening Saturdays.

Wilson the engineer was great, however I am still getting dropped line.

The place is either clean or in a stare of being cleaned. People genuinely happy to help and clients seem happy too.
Its perfect for me.
I enjoy my time here greatly.
Thank you all.

I write because I fear others may come across the similar issues when time is not on our side. Sometimes we need answers quickly or treatment quickly and any delays may be the difference between healing or not.

My GP sent me for a Blood Test. I logged into SwiftQueue and booked an appointment from the list THEY provided. However, upon arrival the nurse could not find my details. Because the Hospital did not accept "GP referred" Blood Tests (I never knew that was a thing".

The nurse was kind, and suggested that I go to a local Hospital (around the corner) as they had places free for that day.

SwiftQueue however would not list that (around the corner) hospital for me to use. This mean't I was unable to get a much needed Blood Test as the hospital could not validate me on their system, nor could they send it back to my GP.

The lady taking blood said she had this a few times. So SwiftQueue must be aware. They must be aware that for "GP referrals" only some hospitals will accept you. It should ask if this is a GP referral, it doesn't. I had the administrator of the Hospital help me with the app and she could not find a way to short list the hospitals. In the end I went to the sheet of paper the GP gave me, which had a list of hospitals.

Sadly, I have to wait 3 weeks more (5 weeks in total) to get a Blood Test to understand what is wrong with me and to get treatment. An eternity when you are ill and fear the worst.

You feel scared. A deep fear unlike anything.

I tracked my parcel (WG106648082GB) and saw it would be delivered on a day I would not be in. Through RM's website I arranged to have it delivered another day (I received notification). That day was ignored and the poor postman tried 3 consequtive days to deliver, each time leaving a card. I kept trying to respond but the website had locked me into the redelivery date I selected. I complained, receveied a notification of my complaint, but no response. Still the postman kept coming.
I then downloaded the app and tried through that to get my parcel redelivered yet again on another day. This was locked in and the app showed the date.
Frustratingly, after waiting all day, the parcel was not delivered.
I complained again and received notification, but no response.
I have no idea where my parcel is because the the website and app show differing information, and I am unable to get another redelivery date. My complaints are ignored also.
Further, I have nolonger have any confidence in ever seeing this parcel.
I get parcels delivered all the time yet no other company has a failure rate like RM.
I am having to renegotiate suppliers based on whether they now use RM or not.
This is a financial problem as the lost goods cost money, my time wasted costs money and I am not able to action based on a supply coming in on time.
Thank you.

The process is very painless. The gentleman handling the sale was just a wonderful human being. He must deal with thousands of cars and yet he made me feel as though I was his only customer. A gentleman.

Parked my car in Folkestone (APCOA) Feb 26, 2022. I went to collect it at 7.45pm (it closes @ 9pm) and everything was shut. I rang their help line which said there hours were........... etc;. Tried to contact them online and through their app, left message and was told they would answer in 5 days. I had to find acomodation for the night. Next morning no one was around.
On 28th I got a response from APCO saying I should call the number I called on the evening. Nothing more.
This is dangerous, very dangerous. What if I was elderly or infirm, or had medical issues. I was left walking around Folkestone a 8pm looking for accomodation within walking distance, because they lied and closed their doors early and then did not have an out of hours emergency contact manned 24/7.
This is very very dangerous. Avoid this company.

Am 55 male travelling alone.
Booked into Easy Hotel Milton Keynes on a recommendation.
From 24th-10 to 20th-11. Some £1,300.
Should have booked a week, I know. Being retired money is tight and I got a good price.
Arrived late to find a gang of young men drinking outside the hotel and I believe smoking drugs.
Walked past them, and another who was alone and drinking too.
Knew no secure parking. Company email states very positively there are areas to park, as if everyone does it and its safe. It isn’t. There is no secure overnight parking in MK.
The receptionist was lovely.
Explained I should not park where I was because it was dangerous and advised me to park in another area with more cameras. She also said there was no tea facilities and that I was on the 1st floor which was not good. She moved me to the 3rd floor in a tiny room (but clean). 3rd is quiet. She was very nice. She said they would move me to bigger room in the morning.
However, I was very scared and worried for my safety and my car. I did not sleep. People were walking around at 3 and 4 in the morning I think.
Next morning, I spoke to the manager and explained I was scared and worried and wanted to leave.
I asked for a refund as this hotel was not as advertised, especially given the parking situation, but also my personal safety. She refused quoting policy.
I walked out the hotel and past a drunk sleeping in an arch to get a coffee. I passed two more asleep and walked to my car to find the car next to me had been broken into and the windows smashed (photo below). It was awful and I felt even more scared.
Just then the owners came out and the lady was pregnant, and I felt awful for them and asked if I could help.
I never returned to the hotel, I found accommodation elsewhere. I am safe.
How can someone’s personal safety mean more than a policy for a refund. It is shameful.
Stay away. IMHO it is a dangerous area, and unsafe. Especially if you are 55 and travelling alone.

Had a gear box change. I as sold on it being ne replacement gearbox, hence paying approx £2k when others were chargin far less. When I received the replacement, as I drove it out of halfords forecourt it made worse noises than when the original. I thought perahps it needed to bed in. A few days later it was worse. I rang up and arrange a few days for a diagnosis. It was the NEW gear box. It had a flaw (I was told) but not worry it was under warranty and we will get a replacement. Several weeks later, during which I was left to me own devices and was told my replacement refurbished gearbox was ready. I questioned this as I thought I was paying for a new gear, Oh no sir you can only get refurbished gearboxes you cant buy new ones. Hmmm.

I have several greivances throughout this process.
1. Why isn't it clear at point of purchase what you are buying. I am sure I thought I was getting a new replacement gearbox.
2. How is it with a part so crucial there we no checks made prior to giving it back to. The noise from the replacement gearbox was instantly there and so loud when I turned pulled out of the forecourt. You coudl not miss it.
3. I was left several weeks waiting, surely they should make sure they have several suppliers to make sure they get parts sooner.

Obviously this impacted greatly on my life as I use the car for work.

This is not the first time I have had this issue with halfords, but it is the first time it was so significant. Not worth the money or the time I lost on what really should have been an easier process.

To top it all now, I am left with a product I do not trust. It could be argued this would happen whereever you purchased the gearbox. Not true, I expect that the replacement gearbox would have been found out as faulty in the test drive and replaced then and there. also I suspect I would have got a new gear box.

I hesitated writing as I seem to be writing poor reviews atm.
Yesterday, an accident at home, saw my radiator knocked off the wall. I took the online approach and raised an emergency claim as I was worried about turning the heating on with a rad hanging off the wall.

I monitored the webpage and nothing happened for 24 hours.

This morning I rang the help line and was forwarded on the first approach to another number as it was classed an emergency. After talking with rep, who was kind, I was then sent back to home insurance as it had not been classed as an emergency. Hmmm. Unforunately I was cut off. Hmmm.

I then decided to look at my paperwork and check the tel numbers. Indeed I went onto the web to see if there was another number to call.

Round 3. I went straight through to Home Insurance, tried to explain to the person I had been playing ping pong and just wanted to know how my claim was going. He rather rudely (I felt) said I had all the telephone numbers I needed on the back of the documentation and told me he was transferring me again, without asking or waiting for me to get the numbers ready to explain he was returning me to the same loop.

YES, I was transferred back to the same number I rang before but this time I went through to different agent NOT at LV but the company they send emergencies to. I immediately explained (again) about the ping pong and asked, "all I want to understand is at what stage my claim is at". he was brilliant and told me the cunfusion which was LVs problem for not explaining it to me in the first place. And organised someone to come within minutes.

LV clearly did not want to know, left me 24 hours without heating, did not provide suitable interfaces (online or not) to check the progress and did not send me an email with a reference number on it.

I was made to feel I was wrong and inconvenience.

Very poor indeed.

As for the non LV company, top marks. They really tried to understand my position and made me feel I was important to them. It doesn't take a lot.

It is a shame really as I hate having to do this with RM.

Had to send a phone to my son in Spain (broke his) as with lock down/Covid (in Spain) he feared shopping.

Bought phone and postage/sticker for parcel however RM PO did not recognise the code when I went to post it. As it was time sensitive, I bought the postage again, tracked and signed for.

For whatever the reason, parcel failed to be delivered. That was according to Spain correos on 27th Aug.

I keep checking to see the return of the parcel, but RM website says (and keeps saying) as at 9th Sept 'your parcel is leaving UK'.

Tried Tracker Assistant (which isn't really) and whilst asking for more info I was booted out saying its no longer working.

Rang RM (tedious) and was told there is no more information, even though I tried to explain the disjoint and that the parcel cannot be leaving the UK if its coming back.

In the end there is nothing (apart from complain) because I just don't know where the parcel is.

My point is its not tricky to work out the solution, but RM are chosing not to, which I imagine is happening to a lot of people which in the current situation isn't nice.

I miss my son, and beleive others share that during this time more infomation is needed on parcels to loved ones through the tracking system.

Shame.

I know there are many negatives on this subject but here goes.

SportsDirect is a budget shop, but why does it always feel so cheap in the service it supplies.

Because of Covid I went for a delivery option. My god how painful.

Just to understand, I will compare to (an invented) Fred who owns a pigeon club in Katmandoo.
It took SD nearly a week to process my order, not deliver, just to read the order and say yep that looks right, 3 items (job done, let's pat ourselves on the back). So, I went into my account and yes NO order present. Really?
Where is it?
Nope, SD website will not give you any information other than you can use the ORDER NO. to find the order. Yeah, but how? Apparently not SDs problem.
Next, I receive, a few days later, an email from Hermes (really? the winged messenger) saying we've got your SD parcel. No they don't. I checked.
Not only that, their messages posted on their tracking system make no sense. a few days more apparently "On its way to the courier", but I thought you were the courier? How wrong could I be, you named yourself after the winged messenger. Nope. Then who is the courier and where is my parcel?

And so I am here without any understanding of where my parcel is, when it's coming, or anything really.

And for those wondering what happened with (invented) Fred's pigeon, it landed 48 hours after I booked it and it flew all the way from katmandoo.

It's just so rubbish, it could be a sitcom.

Just received a text from the winged god himself saying he's delivering my parcel personally, and gave me a link to his personal website. Pressed link. You guessed it, a blank page. Hermes you prankster !!!!

So I had to replace a boiler.

Went through their easy to navigate website and the numbers were very good. What I found was that they actually offer a lot more for the money. So, just on that alone I would recommend. I was worried however as they rely heavily on photos - I shouldn't have worried.

What sets them apart is what followed.....

1. I posted a few questions as I was concerned about options and reliance on photos. Received a email response very promptly and then a call from an engineer. I'll be honest and say I was expecting hardsell and to be forced to buy add-ons. Well I couldn't be more wrong. I was on for 20 mins and came away with no sell, no add-ons and a complete understanding of everything. Weird.
2. After we sent in the photos, they asked for more. Then they got in touch as there was a problem. Again, here comes the sell. Again, another engineer (not a salesperson). Here is where the photos come in handy, we spoke again for a long time going through each photo and he explained to me that I actually had spec'd the wrong TYPE of boiler. This was my fault as I assumed (which was wrong). The engineer was very understanding, and we changed the spec again no fuss. I believe the boiler was some £50 more. But no fuss and only days away from the install.

So the photos worked because I wasn't rushed to review them (or relying on a single visit to understand everything), we had common view and he could at length explain why he thought I had made the mistake, not patronisingly either, and NO SELL.

There are a few good touches with this company too.

1. You get a reduction if you choose a certain install day.
2. They send you a photo of the engineer - great as the the lady receiving the boiler was elderly and on her own, so it gave her comfort to know the individual's face before opening the door.
3. Each person you talk to is an engineer not a salesperson.
4. Their website is very easy to operate and the online chat is quick and easy too.
5. They are very good with people and the job they did was very good.

My overall feeling was that it is very transparent and dare I say it honest.
They appear to worked hard to make sure the customer experience is good.

I have already spoken to them to do my boiler once this awful pandemic has passed.

Just in case you think I am working for BOXT here is my reference ID (DL-0E7B35B192) so you know I was a customer :-)

Thanks.
PS thoughts and hopes to everyone suffering at the moment.

OK, so this is a follow up review to my previous review on Landlord Insurance boiler replacement.

After writing my first review revealing the disparity between real world costs and Homeserve costs to replace a boiler, I wrote an email complaint and followed up with a letter to their complaints team. The email was on the 2nd of March and letter a couple of days later.

19 days later...........

Still haven't received a reply nor a letter of acknowledgement. I have had to replace the boiler myself as it was unfair to the tenant to have to wait so long for a reply from the insurance company. From my previous review you will know I got a much cheaper deal (with the boiler included) for a bigger/better make of boiler with a longer warranty. The people came, no fuss and did the a great job (BOXT they are very professional).

Because Homeserve offered no service, no comms or help at all I cancelled their direct debits (including Electrical). Promptly I received 2 letters asking for money for a service they do not provide. Fantastic.

So, in summary, find another insurer. You will pay for a service Homeserve obviously do not provide, and then they appear to play the volume game by not being interested in replying to complaints in a hope the Landlord with continue to pay and eventually go away. Honestly, shocking experience.

I assume a member from their review response team will (again) respond ensuring everyone this is not how Homeserve treat their customers and then tell me reassuringly that they will be in touch. Do yourself a favour and go to other review boards, some experiences were truly tragic.

Homeserve Review Team, please cancel all my policies and refund my monies I already paid for a service you do not provide.

Thank you.

I had already written a review on Google but wanted to write one here and follow up after. week or so after the fix.
The guys came to reattach my flashing.
Did a terrific job and left it looking better than the original.
And it's still looking good.
Thanks.

I'll be quick (as I can) but for anyone faced with a boiler replacement post service check other companies. What should be an painless and cost effective option isn't.

My overarching complaint is on 3 levels.
1. People call who when called back do not exist in the company. After weeks of trying I had to go through Complaints to have them forward me to the department; and all I needed to do was pay the excess for the parts. NOTE: I have obligation to tenant
2. The escalation/customer care process is none existent. After another week my parts were no longer made so a needed a new boiler for which I was covered. However, no one could offer me a ball-park figure for a replacement boiler, although the company they use has one online. NOTE: Beware the scope creep and up sell during the replacement booking phase. And Landlords beware asking them not to make an appointment until they talk to the tenant, because they do not listen and this will cause further delays to the tenant.
3. The costing for the replacement is nonsense, immediately go elsewhere every time. I received a close quote - I could not talk to the surveyor or adjust the quote, ask for a different boiler, or talk to anyone regarding controls etc;. NOTE: The quote is only supposed to by for labour but as you will see below must include the boiler.

Upon receipt of quote, first thing I did was research the boiler they offered, go back to the surveying company (help-link) and get another quote on their website; and then went to 3 other local and regional companies for quotes (to be fair).

All the quotes, even help-link, were for the boiler included and all were between £50 and £150 more than Homeserve's quote (which should not include boiler as it says so).

The boiler they quoted which cost £800 (online) had known faults and Homeserve only offered a 2 year warranty.

NOTE: as I was told Homeserve's policy is that I do not have to accept the quote and there is no cash payment in lieu.

In the end I went with another company who offered a fixed price for a Bosch (larger wattage), 10 year warranty (parts and labour), installed with controls and flush free, and I got to choose my engineer (they sent a photo - nice touch) and I got to talk to an engineer (for 37 minutes) regarding my thoughts about the property and building in expandability in my choice. They also offer Landlords safety check at a ridiculous price and £350 lower than Homeserve.

ALL FOR £50 MORE THAN THE LABOUR ONLY QUOTE OF HOMESERVE.

NOTE: The key part (IMHO) is I bought and paid for Landlord's insurance which I thought covered the above. I get boilers get old and need replacing, but I assumed I would pay market rate. Not Homeserve rate.

So, be careful and learn from my costly mistake.

BTW I originally wrote in on the 2nd March, email, then followed up a few days later with a letter and then this review, and still 14th March, have not had nothing from them other than a auto response asking my (continuously) if I want to take the new boiler. The person who responded on this site is obviously not a representative of Homeserve.

What a pleasure it is to write a genuinely 5 star review.

Yodel tracking is probably the best one out there. Interactive and easy to use. So reliable it enabled me to carry on working up til the last minute before the delivery came.

We suffer terribly at the hands of Royal Mail and so to have my parcel's delivery progress to be so transparent and realtime is great.

Nicely done Yodel, perhaps you should ask Royal Mail if they want to learn how to please a customer. ;-)

Honestly dreadful service. I rang 17 times (I know I should have stopped) and each time I followed the 4min 45sec process and was then told they were too busy and goodbye. Honestly.
The key for me here is if they were a private company the government would vilify them poor customer experience, even if they were to survive. Because they are a public body there is this who cares approach because they feel they are beyond reproach.
Furthermore, if they didn't make everything so convoluted or difficult and more transparent and online, they would not be called so much. Cries of 'What like living in the 21century, surely not'.
Rod for their own backs that the public pay for but do not benefit from.
Am so annoyed by HMRC.