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Author Topic: GWR’s compensation scheme is all delay and no repay  (Read 21335 times)
grahame
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« Reply #120 on: October 23, 2017, 03:53:13 pm »

Speaking with GWR customer service about the cancellation of the 18:39 Westbury to Swindon (trying to work out what to do about passenger counts and surveys), they were advising passengers to wait for the next available train which was the 19:41.   "As it's over an hour's delay, they can claim a full refund"; I asked how long that would take and was informed the current estimate is 28 working days.
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ChrisB
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« Reply #121 on: October 23, 2017, 03:59:32 pm »

Nearly 6 weeks....I guess that has dropped slightly
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t0m
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« Reply #122 on: October 23, 2017, 06:13:23 pm »

Nearly 6 weeks....I guess that has dropped slightly

You would be lucky to get a reply to an email in that timeframe!
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t0m
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« Reply #123 on: January 19, 2018, 10:38:10 pm »

So the compensation saga continues..

I renewed my HSS season ticket in December only to find the ticket office refused my 5% season ticket renewal discount because they couldn't find any record of my season ticket on their computer systems (apparently because I purchased it online).

They told me to write to the customer relations team. Customer relations managed to reply within 3 weeks (must be a record) but to tell me that they don't deal with such compensation claims. Stations do.

So from pillar to post.. I still have a zero% success rate in getting GWR to pay out compensation without unbelievable pain.
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TaplowGreen
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« Reply #124 on: January 20, 2018, 09:05:53 am »

So the compensation saga continues..

I renewed my HSS season ticket in December only to find the ticket office refused my 5% season ticket renewal discount because they couldn't find any record of my season ticket on their computer systems (apparently because I purchased it online).

They told me to write to the customer relations team. Customer relations managed to reply within 3 weeks (must be a record) but to tell me that they don't deal with such compensation claims. Stations do.

So from pillar to post.. I still have a zero% success rate in getting GWR to pay out compensation without unbelievable pain.

email Hopwood directly and cc it to as many newspapers/MPs/Local Councillors as possible, in my experience that tends to light a fire under their arses and provokes a very swift response.
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t0m
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« Reply #125 on: January 20, 2018, 09:45:04 pm »

email Hopwood directly and cc it to as many newspapers/MPs/Local Councillors as possible, in my experience that tends to light a fire under their arses and provokes a very swift response.

I did eventually get my last one resolved via that method.. took 6 months.

Went back to the station today. They once again denied they could help. Have agreed to investigate and call me back at some point.. at least someone has finally taken some responsibility!
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bignosemac
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« Reply #126 on: February 13, 2018, 12:00:47 am »

I've had no correspondence with GWR for many months.

But guess what? Despite all the requests, despite the promises to cease and desist, made directly to me and through the ICO,  the marketing muppets have started sending me unsolicited and unwanted emails AGAIN. Which means they still hold personal information about me that they promised would be deleted.

I'm not giving GWR any chances this time. Straight back to the ICO.
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Former FGW/GWR regular passenger. No more. Despicable company.
martyjon
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« Reply #127 on: April 23, 2018, 07:43:30 am »

Is Capita in trouble ?

Heard on BBC Radio 4 that Capita has announced a £500 million loss and are asking investors to stump up £700 million of new money by way of a rights issue, Capita being the organisation responsible for GWR compensation claims and refunds.
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CyclingSid
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« Reply #128 on: April 24, 2018, 05:23:53 pm »

Despite the news local authorities are still pushing contracts at them. They also do the London Congestion Charge, so a lot of people would be happy if that fell over.
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martyjon
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« Reply #129 on: April 24, 2018, 08:45:35 pm »

Is Capita in trouble ?

I posted that yesterday and today I have had a chance to browse their published 2017 Accounts more especially the Balance Sheet and the following figures are from there and are quoted in £ millions ;-

Total assets                                                                            4,421.2
Total liabilities                                                                         5,351.0
Net liabilities                                                                             [929.8]

Deficit attributable to owners of the Company                         [999.0]
Non-controlling interests                                                              69.2
Total deficit                                                                                [929.8]

The figures in square [] brackets are stated in the published document in () brackets but posting to the forum converts the closing ) to a smiley.

Now if I had assets of £4,421.20 let alone that number in millions and liabilities of £5,351.00 let alone that number in millions I know where I would be, in the brown stuff.

Additionally, I have never seen an entry in a Balance Sheet before of a Deficit attributable to owners of the Company and believe me I have viewed a fair number in managing my investments. What does this mean ? Is it an indication of the extent that a company pension fund is that much in deficit ? Is it an indication of the sum that the shareholders, who are in effect the owners of the company, will have to stump up in the event that the company slides down the swanny ? Yesterdays announcement that the company was embarking on a £700 million rights issue to pay down debt still leaves a deficit of 229.8 million. I'm puzzled, any accountants on this forum able to enlighten me ?

The link to the document I used to prepare this post is ;-

http://investors.capita.com/~/media/Files/C/Capita-IR-V2/documents/financial-results-2017.pdf
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martyjon
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« Reply #130 on: April 26, 2018, 08:32:48 am »

Is Capita in trouble ?

I posted that yesterday and today I have had a chance to browse their published 2017 Accounts more especially the Balance Sheet and the following figures are from there and are quoted in £ millions ;-

Total assets                                                                            4,421.2
Total liabilities                                                                         5,351.0
Net liabilities                                                                             [929.8]

Deficit attributable to owners of the Company                         [999.0]
Non-controlling interests                                                              69.2
Total deficit                                                                                [929.8]

The figures in square [] brackets are stated in the published document in () brackets but posting to the forum converts the closing ) to a smiley.

Now if I had assets of £4,421.20 let alone that number in millions and liabilities of £5,351.00 let alone that number in millions I know where I would be, in the brown stuff.

Additionally, I have never seen an entry in a Balance Sheet before of a Deficit attributable to owners of the Company and believe me I have viewed a fair number in managing my investments. What does this mean ? Is it an indication of the extent that a company pension fund is that much in deficit ? Is it an indication of the sum that the shareholders, who are in effect the owners of the company, will have to stump up in the event that the company slides down the swanny ? Yesterdays announcement that the company was embarking on a £700 million rights issue to pay down debt still leaves a deficit of 229.8 million. I'm puzzled, any accountants on this forum able to enlighten me ?

The link to the document I used to prepare this post is ;-

http://investors.capita.com/~/media/Files/C/Capita-IR-V2/documents/financial-results-2017.pdf


I posted on another forum as 'son of a tiger', a financial one, and got a response of which I quote ;-

It means the shareholders have negative equity. Capita is technically insolvent ....

Full response here ;

http://www.iii.co.uk/investment/detail?code=cotn:LSE:CPI&display=discussion

I thought that under the 1986 Insolvency Act if a business continued to trade when an insolvent position had been identified then the directors of that business were personally liable.

It is quite clear from Capitas published accounts for 2017 they are in deep trouble so why are they still trading ?
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eXPassenger
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« Reply #131 on: April 26, 2018, 09:41:18 am »

Insolvency is also defined as an inability to pay debts as they come due.

The cash flow statement in the accounts will show if they are generating or consuming cash and there will be bank overdraft facilities.  That said the banks will be very uncomfortable extending those facilities in these circumstances.

They are down and teetering, but not yet out.
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Sixty3Closure
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« Reply #132 on: April 26, 2018, 06:06:35 pm »

Private Eye had some more background on how badly their Army recruiting contract is going. From what I've read and heard with people who deal with them they've under-invested in their IT systems which is possibly one of the reasons they're struggling. You can only keep buying other companies and services for so long.
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