Goldfish Disputes Procedure

Smiler_Andy

Having been a customer of Goldfish since September 1999, I have grave concerns on how they use their disputes procedures.

I paid out nearly £4,000 for a business which did not supply the goods/services requested.

I have been trying to get my money back through Goldfish only to be met with a brick wall.

I have posted below the current chain of events from a letter I have sent today. I hope you can understand it.

________________________________________________________________

I have just spoken with your customer service to find out what was happening in my dispute concerning money to be refunded.

My original letter was sent on 21 July 2005

Your reply was then sent second class dated 28 July 2005.

I received this letter on Monday 1st August and I sent a letter back dated the same day to the Freepost address that was mentioned to me on the phone. You had not enclosed the freepost envelope that was mentioned in your letter.

Since then I have not received any correspondence from you, though I was told over the phone today that I have now run out of time.

In previous conversations and in my last letter I had asked for a copy of the disputes procedure and have heard nothing.

I expect that you will open this case up and sort out the request I asked for which is the refund of my money.

I was first told today that you had not received my letter dated 1 August and then later told that you had received the letter. Your customer service has to be putting it mildly been very poor.

If I do not get satisfaction I will guarantee to you that I will take this matter further even through the media channels available.

________________________________________________________________


Any help would be appreciated.

martinpike

It would be very handy to see the preceding correspondence too.

grumbler

I think it is always worth using recorded delivery mail in such cases.

There is no anything on their website about complaints procedure. However:

Goldfish is a trading name of Lloyds TSB Bank plc

Lloyds TSB: Credit cards:

You asked us:
Are credit card purchases covered for loss?

Our answer is:
Credit card purchases are not covered for loss. But in cases where you do not receive mail or internet ordered goods, contact the supplier first, and if not resolved we will be glad to assist.


If you have a complaint

We do our utmost to provide the highest quality products and levels of customer service. However, if we ever fall short of the standards you expect, we’d like to know about it so we can prevent it happening again. Our complaints procedure tells you how to make a complaint and the actions you can expect from us.

You can find some general infromation in this thread: Mint refuse refund
Also (from which?extra):

Your right
The cover provided by Section 75 is your legal right and not just another perk offered by your card company. But news of this valuable perk may come as a surprise to you. This is because card issuers choose not to tell customers about it.

Indeed, many issuers deliberately make it difficult for cardholders to use section 75. As a rule, the only place you'll find any mention of it is in the small print of card issuers' terms and conditions – and this is required by law anyway.

How to use Section 75

If you have a problem with something you've paid for with your credit card, call the retailer and your card company, and then follow this up in writing.

Make sure you keep copies of any correspondence, and remember you don't have to go to the retailer before you can claim against your card issuer. If your card issuer says that you have to contact the retailer first, tell your issuer that it's wrong.

If your card issuer won't accept your claim, don't give up. The letters we've received from our members show that, on occasions, card issuers are initially obstinate and refuse to accept their liability under Section 75. But perseverance may well pay off.

Smiler_Andy

Thank you for the comments so far.

I sent the first and third letters by recorded delivery.

I spoke with Goldfish today (Saturday) after receiving a letter from them which basically said go and see you citizens advice beareu as you are out of time.

They said they will look at it again after I explained a few things to them. Though it will be sent to another department. It seemed more positive this time.

I really appreciate your comments and thoughts so far and will keep you posted on how it goes.

djblamire

I have always found Goldfish's disputes department to be very good - Although I have never had a claim in the thousands.....

Thanks
Daniel