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1)
01st
Sent-Email 2)
01st
Sent Claim-Letter-4-Southern-Railway
(1) 3)
01.
01st Receipt |
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Subject: Compensation Claim Submission From: Rewired (re_wired@ymail.com) To: customerservices@gtrailway.com Date: Wednesday 12 February 2025 at 20:21 GMT Dear Thameslink Customer Service, I hope this message finds you well. I am writing to
inform you that I have attached a document detailing my compensation claim. I
experienced significant delays on January 12, 2025, and I have outlined all
relevant details and supporting documentation within the attached file. Unfortunately, I encountered difficulties using your
website to submit this claim. As a result, I am submitting my claim via email
for your review and prompt attention. Thank you for your understanding and assistance in this
matter. Kind regards, Simon Paul Cordell 109 Burncroft Avenue, Enfield, London, EN3
7JQ Email: Re_wired@ymail.com Tel: +447864217519
Claim-Letter-4-Southern-Railway
.pdf 603.1kB Detailed Compensation Claim for Simon Paul Cordell Name: Simon Paul Cordell Address:
109 Burncroft Avenue, Enfield, London, EN3 7JQ Email: Re_wired@ymail.com Tel:
+447864217519 Date: 09 February
2025. Recipient's
Name: Southern Railway Customer Service •
https://www.thetrainline.com/trains/great-britain/delay-repay •
https://www.thameslinkrailway.com/help-and-support/delay-repay •
https://www.thameslinkrailway.com/-/media/goahead/gtr-all-shared-pdfs-anddocuments/delay_repay_post_form.pdf Subject: Claim for Compensation Due to Train Delays and
Associated Issues Dear Southern Railway Customer Service, I am writing to formally file a claim for compensation
due to significant disruptions to my travel on January 12, 2025. My planned
journey from Gatwick to London Bridge was severely impacted by the
cancellation of train services, which resulted in additional expenses and a
loss of productivity. Journey Details: •
Date: January 12, 2025 •
Route: Train from Gatwick to London Bridge •
Scheduled Trains: •
12:00
PM Southern train from Gatwick to East Grinstead o 12:32 PM Southern train from East
Grinstead to London Bridge •
Ticket Price: £11.90 each x 2 = £23.80 Caption
for Receipt: Purchase of Train Travel Tickets. Upon arrival at Gatwick, I learned that the scheduled
train services were cancelled, and a coach service was provided instead. The
coach journey took approximately 45 minutes to reach an alternate train
station before we could continue our journey, and I took a picture while on
the train as below: Caption
for Receipt: Late Train Service Provided as An
Alternative to Travel. Alternative Transport: •
Coach Service: Provided as an alternative to train travel.
•
Arrival Issues: Once at London Bridge, my attempts to
contact the cab driver were unsuccessful, as the timing of our arrival did
not allow for proper communication. I enlisted the assistance of my uncle,
who was able to attempt to reach the cab company on our behalf. Unfortunately,
we were informed that we could not recover our booking or fees for the taxi
we missed. •
Missed Cab Booking: Cab price £51.50. Caption
for Receipt: Cab Booking Booked at The Same Time with
Train Tickets. Consequently, we took the Route 149 bus to Edmonton Green
while managing multiple suitcases. •
Bus Fees: £1.75 x 2 = £3.50. Caption
for Receipt: TFL travel charge for bus fare on January
13, 2025. Upon arriving in Edmonton Green, I opted for a cab as it
was more affordable than attempting to recover the missed booking. •
Cab Fare: £13.00. Caption
for Receipt: Cab from Edmonton Green. Impact: The delays not only caused distress but also led to
fatigue, making it impossible for me to prepare dinner upon arriving home. As
a result, I was forced to order food, an expense I wouldn't have incurred had
I arrived on time. •
Dinner Bill: £25.00. Caption
for Receipt: Dinner Receipt. More significantly, I lost an entire day of work that I
had planned to dedicate to developing my business. This lack of productivity
stems from unexpected delays caused by the train service's operational
failures and were not a result of any fault on our part as customers. Based
on my potential earnings from business development activities, I estimate the
value of my lost time to be £80. Caption
for Receipt: Lost Downtime. Compensation Request: It is crucial to note that the failure to
board was not due to our actions as passengers, but rather the result of
train cancellations and delays. Therefore, I am requesting compensation under
the delay repay scheme, which compensates passengers for inconvenience and
financial losses incurred due to service disruptions. Specific
Amounts Claimed: 1)
Train
Tickets: £11.90 Each X2 £23.80 Each 2)
Missed
Cab Booking: £51.50 3)
Bus
Fees X2: £3.50 4)
Cab
Fare: £13.00 5)
Dinner
Bill: £25.00 6)
Lost
Downtime: £80.00 ▪ Total Amount Claimed: £196.80P
Justification for Full Recovery of Additional Costs and Tickets I am writing to request a review and reversal of the
decision regarding my compensation claim for the delay experienced with my
day ticket on January 12, 2025. Given the significant disruption and the
associated financial and emotional impact, I firmly believe that my case
warrants full recovery of my ticket costs and additional expenses incurred. Relevant Regulations and Standards According to the Thameslink Delay Repay scheme and the
National Rail Conditions of Travel, passengers holding day tickets are
entitled to compensation if they experience delays. Specifically, the
compensation guidelines for day ticket holders are as follows: ·
15-29
minutes:
Entitled to at least 25% of the single fare paid, or if a return ticket was
bought, at least 25% of the fare paid for the affected portion. ·
30-59
minutes:
Entitled to at least 50% of the single fare paid, or if a return ticket was
bought, at least 50% of the fare paid for the affected portion. ·
60-119
minutes:
Entitled to 100% of the single fare paid, or if a return ticket was bought,
at least 50% of the fare paid. ·
120+
minutes:
Entitled to 100% of the cost of the fare paid, whether it was for a single or
return ticket. Given the above guidelines and the details of my journey,
I firmly believe that my claim falls within the parameters of the
compensation scheme. However, my situation involves exceptional circumstances
that necessitate a departure from the standard compensation policy. Exceptional
Circumstances and Financial Impact 1)
Prolonged
Delay and Missed Appointments: ·
The [E-Ticket Return] journey was
purchased for [12:02 Gatwick Airport to London Bridge] and caused us a delay
of time that was of over [1 hour to 1
hour 59 minutes] as the [Train
was Cancelled] and this resulted in missed appointments and disrupted
plans. This necessitated rescheduling and incurred additional costs, which
would have been avoided had the train services operated as scheduled. 2)
Incurred
Additional Costs: ·
I had
to book alternative transport a Bus and Cab and manage additional transfers,
leading to unexpected expenses. The extended travel time and inconvenience
directly contributed to additional costs for food and alternative travel
arrangements. 3)
Impact
on Work and Productivity: ·
The
delays caused me to lose an entire day of work that I had planned for
business development. This lack of productivity has a significant financial
impact, estimated at £80, which is crucial for my business operations. 4)
Compensation
for Emotional Distress and Inconvenience: ·
The
cumulative effect of the delays, missed appointments, and additional costs
caused considerable distress and inconvenience. Compensation should reflect
not only the financial losses but also the emotional impact of the disrupted
journey. Consumer Rights and Fair Treatment According to the Consumer Rights Act 2015, services must
be provided with reasonable care and skill. When service providers fail to
meet this standard, consumers are entitled to remedies, including
compensation for consequential losses. Furthermore, the Railways Act 1993 mandate’s that train operators must adhere to principles
of fairness and transparency in their dealings with passengers. Given these points, I kindly request a full recovery of
my tickets and reimbursement for the additional costs incurred. The
compensation should reflect the totality of the financial impact and
inconvenience experienced, beyond the standard delay repay guidelines. This
consideration is crucial for a fair resolution to the significant disruptions
caused by the train service cancellations. I have included all relevant documentation and imagery to
support my claim. Thank you for your attention to this matter, and I look
forward to your prompt response. Sincerely, Simon Paul Cordell 109 Burncroft Avenue, Enfield,
London, EN3 7JQ Re_wired@ymail.com +447864217519 Enclosures: •
Receipt: Purchase of TFL Train Travel Tickets:
•
Receipt: Late Train service provided as an
alternative to travel:
•
Receipt: Cab Booking Booked at The Same Time with
Train Tickets:
•
Receipt: TFL travel charge for bus fare on January
13, 2025:
•
Receipt: Cab from Edmonton Green:
•
Receipt: Dinner Receipt: To be obtained! •
Receipt: Lost Downtime: Web linked as: Horrific Corruption:
Uncovering the Dark Truth's. •
Receipt: All Additional Relevant Documents: None to be added! Acknowledgement
Email From:
No Reply - Customer Relations (noreply.customerrelations@gtrailway.com) To:re_wired@ymail.com Date:
Wednesday 12 February 2025 at 20:25 GMT Dear Customer We appreciate you
taking the time to contact us. Please accept this acknowledgement as
confirmation that we've received your query. We're receiving a
high volume of contact at the moment. Our aim is to provide a full response
within 10 working days and
for more complex complaints it may take up to 20 working days. Please be
assured we have your email and there is no need to chase us for a reply as we
will get back to you as soon as we can. Please do not reply to this email. You may find more
information including our complaints handling procedure via the following
links:
Thameslink: Thameslink Gatwick Express: Gatwick Express Southern Railway:
Southern Railway Kind regards Customer
Relations We are a member of the ADR scheme, an
impartial service who can assist when complaints remain unresolved. You can
find out more information here: Home - Rail Ombudsman |
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02. 02nd Received-Mail |
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20250213-725262 From: Thameslink Customer Relations
(customerservices@thameslinkrailway.com) To: re_wired@ymail.com Date: Tuesday 18 February 2025 at 11:58 GMT Dear Simon Thank you for getting in touch regarding our journey on the 12th of
January. I have looked into your claim and since it is outside the 28 days we
require customers to make a claim we are unable to offer delay repay
compensation for this. In
regard to your additional costs that were incurred due to the 12:02 Gatwick
service to London Bridge not running, compensation is not available if a
service has been removed or changed as a result of planned engineering work.
I’m sorry. This is because the journey claimed for is not valid if it is not
scheduled. The valid journey would be the one involving the rail replacement,
and as that ran as scheduled and was published in advance for customers to
see, hence why we cannot offer you anything at this time. I know this isn’t
what you wanted to hear. To
keep our services running as smoothly as possible, maintenance work is
required regularly. So we can reduce the impact on
passengers, works are usually scheduled during times where
rail services are quieter, like weekends or overnight. We
make sure online journey planners are updated to show any changes as soon as
possible. And we advise passengers to check in advance, before they travel.
This includes information on buses replacing trains. In future, you can check
using a journey planner like the one at National Rail Enquiries –
www.nationalrail.co.uk. We also list any changes on our website at
www.thameslinkrailway.com/travel-information/plan-your-journey/planned-engineering-work. For
all future travel, I recommend checking for planned works as they may affect
your travel. Thank
you again for getting in touch, and I hope you have a wonderful day. Kind regards Izaak Customer Relations Advisor |
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03. 03rd Received-Mail |
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Request
for Assistance From:
Thameslink (customerexperience@send.concentrix.com) To:re_wired@ymail.com Date:
Wednesday 19 February 2025 at 15:40 GMT
Please take a moment to
answer a few questions about your recent experience with Thameslink. We'll
use your feedback to improve the quality of service we offer and may contact
you to learn more about your experience.
Questions? For
troubleshooting, please check the FAQs here. To opt-out, click here. To read our privacy policy, click here. Please do not reply to this message, this email is sent from
an unmonitored account. Copyright ©
Govia. All rights reserved worldwide. Thameslink Railway is a trading name of
Govia Thameslink Railway Ltd. Registered in England under number: 07934306.
Registered office: 3rd Floor, 41-51 Grey Street, Newcastle upon Tyne, NE1
6EE. Govia Thameslink Railway Ltd is a wholly owned subsidiary of Govia Ltd. |
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1)
04.
04th Receipt 2)
04. 04th-Sent 3)
04.
04th Urgent-Request-for-Reconsideration-of-Compensation-Claim |
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Acknowledgement - Thameslink From: No Reply - Customer Relations
(noreply.customerrelations@gtrailway.com) To:re_wired@ymail.com Date: Saturday 22 February 2025 at 12:53 GMT Dear Customer We appreciate you taking the time to contact us. Please accept this
acknowledgement as confirmation that we've received your query. We're receiving a high volume of contact at the moment. Our aim is to
provide a full response within 10
working days and for more
complex complaints it may take up to 20 working days. Please be assured we
have your email and there is no need to chase us for a reply as we will get
back to you as soon as we can. Please do not reply to this email. You may also find useful information at www.thameslinkrailway.com If you have raised a complaint you can view our Complaints handling
procedure here: Complaints
handling procedure
|
Thameslink (thameslinkrailway.com) Kind regards Thameslink Customer Relations We are a member of the ADR
scheme, an impartial service who can assist when complaints remain
unresolved. You can find out more information here: Home - Rail Ombudsman Subject: Urgent: Request
for Reconsideration of Compensation Claim From:
Rewired (re_wired@ymail.com) To:customerservices@thameslinkrailway.com Date:
Saturday 22 February 2025 at 12:49 GMT Dear Thameslink
Customer Relations Team, I hope this email finds you well. I am writing to
request a reconsideration of my compensation claim, which was submitted on February 12, 2025. As explained in
the attached PDF document, my initial claim was rejected due to being
submitted outside the 28-day window and because the service was affected by
planned engineering work. However, I would like to highlight exceptional
circumstances and relevant UK laws and regulations that merit a review of my
case. Please find the
attached document detailing the reasons for my request and supporting
evidence. I kindly request that you review this information and consider my
exceptional circumstances. I would appreciate
your prompt attention to this matter. Should you require any further
information or clarification, please do not hesitate to contact me. Thank you for your
time and assistance. Kind regards, Simon
Paul Cordell Address: 109 Burncroft Avenue,
Enfield, London, EN3 7JQ Email: Re_Wired@Ymail.com Tel: +44786421751
Urgent-Request-for-Reconsideration-of-Compensation-Claim.pdf
161.9kB Subject 1: Urgent: Request for
Reconsideration of Compensation Claim. Subject
2:
Subject Access Request: For Complete Copies
Of Company Specific Insurance Policies. From: Simon Paul Cordell (re_wired@ymail.com) To: Thameslink Customer Relations (customerservices@thameslinkrailway.com) Date: 22 of February 2025. Dear Thameslink Customer Relations Team, I am writing to request a reconsideration of my
compensation claim submitted on February 12, 2025.
I understand that my claim was initially rejected due to being
submitted outside the 28-day window and because the service was affected by
planned engineering work. However, I would like to highlight exceptional
circumstances and relevant UK laws and regulations that merit a review of my
case. On January 12, 2025, I experienced
significant delays due to the cancellation of the 12:02 Gatwick service to
London Bridge. This resulted in considerable additional expenses and
inconvenience. Exceptional
Circumstances: 1.
Family
Medical Emergency: During the period of the delays, my mother was in the
hospital due to severe kidney failure, with her kidney function falling below
2%. This critical situation necessitated our presence at the hospital to
provide emotional support and assist with her medical needs. Given the
life-threatening nature of her condition, submitting the compensation claim
within the 28-day window was not a priority. Proof: Documentation and medical records are
available at link to relevant documentation (part 2 covers this aspect). “https://horrific-corruptionfiles.webhop.me/PNC66/1.%20PNC-Errors-and-Its-Other-Claims/Letter-24-1124-Updated30-12-24/” 2.
Multiple
Simultaneous Claims:
While away on holiday, three significant negative events beyond my control
occurred, including this compensation claim. Addressing all three complaints
simultaneously has been extremely challenging and unfair. The mental and
emotional toll of managing multiple claims has further delayed my ability to
submit the claim within the required timeframe. Proof: Documentation titled "01. Trip to Turkey to get My Teeth Fixed.docx,” provides evidence of the other concurrent
issues and their impact on my ability to promptly file the compensation
claim. 3.
Technical
Issues with Claim Submission: The incident on January 12, 2025, led to an attempted
claim submission on February 9, 2025. However, the website
did not allow for the complete upload of the necessary files to support the
claim. This technical issue, partly due to the website's outdated design,
hindered the submission process and forced us to resort to email instead. Proof: Email correspondence indicating our
attempts to submit the claim via the website and the subsequent email
submission to Thameslink Customer Relations [The Email We Had To Use] “Customerservices@Thameslinkrailway.Com.” 4.
Unforeseen
Personal Circumstances: At the time, I was not expecting to engage in extensive
litigation work concerning this matter. Additionally, I was involved in
redecorating my flat, which rendered my computer console unusable and
prevented me from submitting the claim promptly. The unexpected downtime and
additional work further contributed to the delay in claim submission. o
Proof: Documentation titled "17. Decorating-Updates-29-10-24-till-27-11-24" provides evidence of the ongoing
redecoration work and the impact on my ability to access and use my computer
for claim submission. Relevant
UK Laws and Regulations: 1.
Rail
Passengers' Rights and Obligations Regulation (EC) No 1371/2007: This regulation enhances and strengthens
the rights of rail passengers, particularly in the areas of information
provision, compensation, and assistance. It applies to both international and
domestic services in the UK. According to this regulation, passengers are
entitled to compensation for delays, cancellations, and disruptions,
regardless of the cause. 2.
Consumer
Rights Act 2015: This
act provides protection for consumers against unfair treatment and ensures
that services are provided with reasonable care and skill. Under this act,
passengers have the right to expect that train services will be provided as
advertised and that any disruptions will be handled fairly and transparently.
3.
National
Rail - Conditions of Travel: These conditions outline the rights and
responsibilities of passengers and train operators. They include provisions
for compensation in the event of delays, cancellations, and disruptions.
Passengers are entitled to compensation if their journey is delayed by more
than a certain amount of time, regardless of the cause. Addressing
Rejection Reasons: 1. Scheduled Service Changes Due to Planned
Engineering Work: o
Response: While it is understood that planned
engineering work is necessary, the Rail Passengers' Rights and Obligations Regulation (EC)
No 1371/2007, Consumer Rights Act 2015, and National Rail Conditions of
Travel stipulate that passengers are entitled to compensation for delays,
cancellations, and disruptions, regardless of the cause. The regulation
aims to
protect passengers from undue financial
burdens and ensure fair treatment, even
during planned engineering works.
2. Advance Notice and Information Provided to
Passengers: o
Response: While advance notice of service changes is
appreciated, the exceptional circumstances I faced, including a Family
Medical Emergency and Technical Issues With The Claim Submission
Process, prevented me from accessing and acting on this information
promptly. The Consumer Rights Act 2015
requires that services be provided with reasonable care and skill, and any
disruption should be handled fairly and transparently. The technical issues
with your website further hindered my ability to submit the claim within the
stipulated timeframe. Subject
Access Requests: •
A
Complete Copy Of The: “Delay Repay Scheme Insurance Documents.” •
A
Complete Copy Of The: “Public Liability Insurance.” •
A
Complete Copy Of Any Other: “Insurance Policies That
May Cover Aspects Of My Claim.” I intend to file an “N1” claim form with the lower courts to
request compensation if this matter cannot be addressed satisfactorily to
recover my costs and losses internally within the company. While I understand and agree that maintenance work is
essential to keep train services running smoothly, and it is usually
scheduled during quieter times like weekends or overnight, I believe that my
exceptional circumstances warrant a reconsideration of my claim. Thank you for your time and assistance. Kind regards, Simon Paul Cordell
Address: 109 Burncroft Avenue, Enfield, London, EN3
7JQ. Email: Re_Wired@Ymail.Com. Tel: +44786421751. Weblink
To My Website: https://horrificcorruption.com/. Weblink
To These Case Files : https://horrific-corruption-files.webhop.me/PNC66/1.%20PNCErrors-and-Its-Other-Claims/05-01-25-till-25-01-25-File-Locked4Sharing/Teeth-14-01-25/. |
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05.
05th Received |
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On
Friday 28 February 2025 at 16:41:37 GMT, Ahmed Jama <ahmed.jama@gtrailway.com>
wrote: Dear
Simon, I
am writing in response to your recent email in relation to your journey on 12
January 2025. I am sorry to hear that you experienced issues with your
journey and are unhappy with the response received. I understand that you
would like your claim to be reviewed outside of the 28-day timescale due to
exceptional circumstances. The
28-day time limit provided is for Delay Repay claims and any other requests
are not subject to a 28-day timescale to submit a claim. I understand that
you have requested reimbursement of train tickets, bus fares, cab fare,
missed cab fare, dinner bill and loss of downtime. We are able to look into
your request at any point and it is only the Delay Repay compensation scheme
you need to submit an application for within 28 days. Although
a claim was not submitted within 28 days for the train tickets through Delay
Repay, I’ll be happy to look into your claims for all costs. At this stage, I
will investigate each aspect of your claim further and may need some
additional information to ensure I have understood each part of your journey
correctly. Before
I go further, I can see that you are making a Subject Access Request for
insurance documents. Requests through a Subject Access Requests are provided
for information we hold about individual customers. However, as we don’t have
any insurance documents recorded against your personal records, there isn’t
any information to supply. You
stated that you took a coach from Gatwick Airport station which had taken 45
minutes to reach an alternative station. Can you please confirm the train
station you travelled to and the departure time of
the train taken? Kind
Regards, Ahmed
Jama Customer
Relations Advisor Govia Thameslink Railway (GTR)
Email: ahmed.jama@gtrailway.com Govia Thameslink Railway Limited Registered in
England and Wales No. 07934306. Registered
office: 3rd Floor, 41-51 Grey Street, Newcastle upon Tyne, NE1 6EE This email
is sent subject to our email disclaimer which can be accessed here |
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06.
06th Sent 01-03-25 |
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From:
Rewired <re_wired@ymail.com> Sent:
01 March 2025 11:27 To:
Ahmed Jama <ahmed.jama@gtrailway.com> Subject:
Re: 20250224-730595 Subject: Follow-Up
on Compensation Claim for Journey on 12 January 2025 Dear Ahmed
Jama, Thank
you for your detailed response to my email and for your willingness to review
my compensation claim despite all the exceptional circumstances that delayed
my submission. I
appreciate the clarification regarding the 28-day submission limit for the
Delay Repay scheme and the distinction between this and other reimbursement
claims. Based on your explanation, I understand that my compensation request
for train tickets, bus fares, cab fare, missed cab fare, dinner bill, and
loss of downtime can still be considered, even though my Delay Repay claim
was not submitted within the 28-day window. Your email implies that
Thameslink is willing to review and potentially compensate me for the various
costs I incurred under your broader Customer Service and Goodwill
Policies. and/or the specific Delay Repay Scheme. To
assist you in your investigation, please find the following details of my
journey and the additional expenses incurred: 1. Train
Tickets: As prior Invoiced! 2. Bus
Fares: As prior Invoiced! 3. Cab
Fares: As prior Invoiced! 4. Missed
Cab Fare: As prior Invoiced! 5. Dinner
Bill: Misplaced! 6. Loss
of Downtime: As prior Invoiced! Regarding
the Subject Access Request for insurance documents, I appreciate your
explanation that such documents are not recorded against my personal records.
However, I kindly request information on Thameslink's compensation and
liability policies, including the Delay Repay Scheme Insurance Documents and
Public Liability Insurance. This information will greatly help in
understanding the extent of coverage and support available for passenger's
experiencing disruptions. Although I understand that Thameslink is a private
company and not subject to the Freedom of Information Act (FOIA), I
believe that transparency in these matters is important for passengers
seeking compensation. I would greatly appreciate your cooperation in
providing this information or guiding me on how I might access these
documents through formal channels. Additionally,
in response to your query, I confirm that after taking a coach from Gatwick
Airport station, I travelled to East Grinstead and was to take
the train departing at 12:32 PM Southern train from East Grinstead to
London Bridge, until the delays held us back. Thank
you for your continued assistance in this matter. I look forward to your
prompt response and resolution of my compensation claim. Please feel free to
contact me if you require any further information or clarification. Kind
regards, Simon
Paul Cordell Address: 109
Burncroft Avenue, Enfield, London, EN3 7JQ Email: Re Wired@Ymail.com Tel:
+447864217519 |
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07.
07th Received |
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On
Monday 3 March 2025 at 15:21:21 GMT, Ahmed Jama <ahmed.jama@gtrailway.com>
wrote: Dear
Simon Thank
you for your email, you mention that delays held you back can you please
clarify was this a delay to the 12:32pm train service from East Grinstead? As
of yet i haven't been able to verify the route you
were delayed on for over an hour and need confirmation on the part of the
journey you had taken which was delayed. Was
it a coach to East Grinstead follow by the 12:32pm train that you had taken? Kind Regards, Ahmed Jama Customer Relations Advisor Govia Thameslink Railway
(GTR)
Govia Thameslink Railway Limited Registered in
England and Wales No. 07934306. Registered office: 3rd Floor, 41-51 Grey Street,
Newcastle upon Tyne, NE1 6EE This email is sent subject to our email
disclaimer which can be accessed here |
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08.
08th Sent-03-03-25 |
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From:
Rewired <re_wired@ymail.com> Sent: 03 March 2025 16:29 To: Ahmed
Jama <ahmed.jama@gtrailway.com>
Subject: Re: 20250224-730595
This
message came from outside your organization. Subject: For Now-Up
on Compensation Claim for Journey on 12 January 2025. Dear
Ahmed Jama, Thank
you for your response and for looking into my claim further. To
clarify, the delay was due to the “12:00 PM Southern Rail Train from
Gatwick Airport to East Grinstead Not Running.” This situation was
initially acknowledged and explained by Izaak from your Customer Service
Relations team. As Izaak mentioned: • "In regard to your additional costs that
were incurred due to the 12:02 Gatwick service to London Bridge not running,
compensation is not available if a service has been removed or changed as a
result of planned engineering work. This is because the journey claimed for
is not valid if it is not scheduled. The valid journey would be the one
involving the rail replacement, and as that ran as scheduled and was
published in advance for customers to see, we cannot offer you anything at
this time." To
my understanding we both arrived at “Gatwick Airport” expecting
to take the train to “London Bridge,” which had one scheduled
stop along the route as reflected in the receipt for my: “TFL Train
Travel Tickets.” However, a replacement coach service was provided
for the first part of the route. We took this coach from Gatwick Airport and
arrived at another train station along the same route, most likely “East
Grinstead.” where we were intended by train staff to quickly board
the train waiting to leave that station to London Bridge and this is the
train I took a picture of the delayed re pay scheme as prior evidenced.
Unfortunately, as we are both unfamiliar with the local area “Being
from North London.” we cannot 100% confirm the exact train station
or service details beyond this point, without contacting yourselves! I
hope this additional information assists in verifying the details of our
journey. Please do let me know if further clarification is needed. Kind
regards, Simon
Paul Cordell Address:
109 Burncroft Avenue, Enfield, London, EN3 7JQ Email: Re Wired@Ymail.com Tel:
+447864217519. |
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09.
09th Received |
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On
Thursday 6 March 2025 at 14:26:25 GMT, Ahmed Jama <ahmed.jama@gtrailway.com>
wrote: Dear
Simon Thank
you for your email and the additional information. I have had a look through
the services scheduled to run on 12 January 2025. On this date engineering
work was taking place between Gatwick Airport and East Croydon which had
resulted in line closures. Engineering
work is an important part of running a reliable rail network. Where
engineering work is scheduled, we make arrangements for alternative services
to be available for customers to continue travelling. Arrangements can also
include replacement bus services. Online journey planners are updated in
advance so that customers can plan their journeys using the alternatives. We
do not operate a train service between Gatwick Airport and East Grinstead.
There are services between Gatwick Airport and London Bridge and also from
East Grinstead to London Bridge. Due to the engineering work taking place,
some replacement bus services were in operation. This included replacement
bus services between Gatwick Airport and East Grinstead to enable customers
travelling to London to connect to the trains from East Grinstead. The
12pm service you mention was a replacement bus service and your planned
journey included this bus service. I can confirm there were no train
cancellations as trains do not operate between Gatwick Airport and East
Grinstead. As
your train itinerary included the 12pm service from Gatwick Airport to East
Grinstead, the information about bus replacements was fully updated when you
had purchased your ticket. As this service was always scheduled to be a
replacement bus service and was part of the itinerary you were provided with.
We are unable to provide any compensation as this was the planned route on
the day. Please let me know if you have any questions. Kind
Regards, Ahmed Jama Customer
Relations Advisor Govia Thameslink Railway (GTR)
Govia Thameslink Railway Limited Registered in
England and Wales No. 07934306. Registered office: 3rd
Floor, 41-51 Grey Street, Newcastle upon Tyne, NE1 6EE This email is sent
subject to our email disclaimer which can be accessed here |
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From: Simon
Paul Cordell <re_wired@ymail.com>; Received: Wed
Mar 12 2025 23:26:54 GMT+0000 (Greenwich Mean Time) To: Ahmed
Jama <ahmed.jama@gtrailway.com>;
Ahmed Jama <ahmed.jama@gtrailway.com>;
Subject:
Re:
20250224-730595 Subject:
Response to Claim Ref: 20250224-730595 - Compensation and Legal Fees for 12th
of January 2025. Dear Ahmed Jama, I
am writing to formally submit my compensation claim related to the disrupted
service on Southern Railway. Please find the details of my claim below: •
Additional expenses incurred due to the
disrupted service: £196.80 2.
Legal Fees: •
Legal Fees: £10,095.00 •
Legal Expenses: £149.28 •
Subtotal: £10,095.00 + £149.28 =
£10,244.28 •
For the undue stress, inconvenience, and
disruption caused, impacting on the quality of my travel and overall
experience. •
Any additional legal fees I incur while
acting in litigation for this claim. •
Stress: This is documented in the claim
file titled; “Days Worked Under Stress.” •
£10,441.08; This includes the legal
fees, expenses for pursuing litigation. Thank
you for your attention to this matter. Please confirm receipt of this email
and provide an update on the processing of my claim. Kind
regards, Simon
Paul Cordell
Date: 12/03/2025 Name: Simon Paul Cordell Address: 109 Burncroft Avenue, Enfield, London, EN3 7JQ Email: Re_wired@ymail.com Tel: +447864217519 Subject: Response to Claim Ref: 20250224-730595 -
Compensation and Legal Fees for 12th of January 2025. Dear Ahmed Jama, Thank you for your recent response. However, I must
express my serious concerns about the handling of my case and the information
provided by your team. It has become evident that the information shared with
me was incomplete and misleading, impacting my ability to seek fair
compensation and justice. Misleading Information and Deliberate Attempts to
Obfuscate I have reviewed the traffic management records and
train schedules for 12th of January 2025, and it is clear
that the service on this date was significantly disrupted. Despite these
disruptions, it seems that your team, including yourself, was well aware of
the replacement coach services and the exact train timings but chose to
withhold this critical information. To clarify: 1) Coach Service from Gatwick Airport
to East Grinstead: I departed at 12:00 PM on a replacement coach service. The
estimated travel time was around 30 minutes, meaning I arrived at East
Grinstead at approximately 12:30 PM. 2) Non-Existence of the 12:32 PM Train: Due to the disruptions, there was
no 12:32 PM train from East Grinstead to London Bridge, contradicting
the information provided on the Omio website. Instead, the next available
train was at 1:12 PM. 3) Scheduled Train Services: On the disrupted schedule, only 9
trains were running from East Grinstead to London Bridge, compared to the
typical 32 trains per day under normal conditions. This discrepancy
was never communicated to me. Timeline and Impact of Delays
Unacceptable Handling of the Claim Given the above timeline and evidence, it is evident
that the lack of transparency and the failure to update me on the actual
train schedules led to significant delays and financial losses. Your team had
access to this information but chose to provide misleading details, further
delaying my journey and causing undue stress. Neglect in Disclosing Insurance Policy’s Additionally, your team has consistently avoided
disclosing the insurance policy as requested. This lack of transparency
further demonstrates neglect towards my claim and undermines my ability to
seek proper resolution and compensation. Relevant Laws, Regulations, and Standards To support my claim, I would like to highlight the
following laws, regulations, and standards: 1) The Compensation “Claims Management
Services” Regulations 2006: ·
These regulations outline the requirements for claims management
services, including the need for transparency and proper handling of claims.
Your team’s failure to disclose critical information and the insurance policy
violates these regulations. 2) Consumer Rights Act 2015: ·
This act protects consumers from unfair practices and ensures that they
receive accurate information about services. The misleading information
provided by your team breaches this act. 3) Financial Conduct Authority “FCA”
Regulations: ·
The FCA regulates claims management companies to ensure high standards
of conduct and consumer protection. Your team’s actions fall short of these
standards. Exceptional Circumstances 2: The 4th Urgent Request for Reconsideration of
Compensation Email: Dated: 22 of February 2025. 1) Multiple Simultaneous Claims: ·
While on holiday, three significant negative events beyond my control
occurred simultaneously. Addressing all three claims—Trip.com & Airlines,
Southern Rail & Thameslink, and Dentafly Clinic—has been extremely
challenging and unfair. The mental and emotional toll of managing these
claims has delayed my ability to submit within the required timeframe. 2) Disclosure and Acceptance: ·
In my prior email to Southern Rail, I explained the interconnected
nature of these claims and their cumulative impact. This disclosure was
accepted, granting credibility to my reasons and allowing the claim to
proceed under those grounds. 3) Proof: ·
Documentation titled "01. Trip to Turkey to get My Teeth Fixed.docx,”" provides evidence of the concurrent issues and
their impact on my ability to promptly file the claims. 4) Details of Claims: 1+
Trip.com & Airlines Claim: ·
Misleading baggage policies, additional charges, missed flights, and out-of-pocket
expenses. ·
Financial losses and undue stress. 2+
Southern Rail & Thameslink Claim: ·
Service disruptions, delays, and additional travel costs. ·
Delays, financial losses, and missed connections. 3+
Dentafly Clinic Claim: ·
Dental treatment complications and related expenses. ·
Health issues, financial burdens, and emotional stress. 5) Interconnected Nature: ·
These claims are intertwined, and the resolution of one impacts the
others. It's essential to address them collectively for a fair compensation.
The hours I have worked to manage these claims should be compensated
accordingly. 6) Extracted Snippet: ·
“Multiple Simultaneous Claims: While away on holiday,
three significant negative events beyond my control occurred, including this
compensation claim. Addressing all three complaints simultaneously has been
extremely challenging and unfair. The mental and emotional toll of managing
multiple claims has further delayed my ability to submit the claim within the
required timeframe. o Proof: Documentation titled "01. Trip to
Turkey to get My Teeth Fixed.docx,” provides evidence of the other concurrent issues
and their impact on my ability to promptly file the compensation claim.” 7) New Disclosed Weblink: ·
I am sharing a new web link that provides access to the claim files
related to these ongoing proceedings. You can find these documents hosted on
my dedicated webpage. 8) The link is as follows: 9) Purpose of the Disclosed Weblink ·
This webpage contains important documentation that outlines the various
claims I have filed. Each file has been organized and subject matter to
facilitate easy navigation and review. 10) Contents of the Page ·
The files on this web link cover specific issues I encountered and the
claims I have submitted in response. The organization of these documents is
intended to provide clarity and a comprehensive overview of my situation. 11) Access Instructions ·
To view the documents, simply click on the link above. Please note that
there may be access restrictions in place, and you might need the appropriate
permissions to view some of the files. 1)
I encourage you to review these files for a better understanding of the
claims I am pursuing. If you have any questions or require further assistance
in accessing these documents, please do not hesitate to reach out. Dates Equaling To Liability That We Are Accounting
For
Days I Working Diligently Under Stress From the moment we returned home on 12th
January 2025, I began the arduous task of documenting our experience,
analyzing the financial losses, and preparing our compensation claim. The
following dates reflect the days spent working diligently under stress to
address this matter: ·
Documenting and Analyzing Events: January 12, 2025 - January 15,
2025 ·
Drafting the Compensation Claims: January 16, 2025 - January 18,
2025
Throughout this period, I meticulously reviewed
receipts, email communications, and website information to compile a
comprehensive claim, alongside other exceptional circumstances I faced. The
emotional toll of revisiting the stressful experiences, coupled with the
pressure to ensure a thorough and accurate presentation, added to the overall
burden. Compensation Claim ·
Considering the recent circumstances, I therefore
demand compensation for the following: 1) Total Financial Impact: ·
Additional expenses incurred due to the disrupted service: £196.80 2) Legal Fees: ·
Legal Fees: £10,095.00 ·
Legal Expenses: £149.28 ·
Subtotal: £10,095.00 + £149.28 = £10,244.28 3) Additional Compensation: ·
For the undue stress, inconvenience, and disruption caused, impacting
on the quality of my travel and overall experience. 4) Future Costs: ·
Any additional legal fees I incur while acting in litigation for this
claim. ·
Stress: This is documented in the claim file titled; “Days
Worked Under Stress.” 5) Total Requested: ·
£10,441.08: This includes the legal fees and expenses for
pursuing litigation. Detailed Breakdown of Work Hours and Calculations
(Updated to 10th March 2025) 1) Researching Legal Rights and
Consumer Protection Laws: ·
Extensive time spent researching consumer protection laws and
regulations applicable to this case. ·
Costs incurred for accessing legal resources and materials. 2) Gathering and Organizing Evidence: ·
Time invested in gathering, organizing, and presenting evidence to
support my claim. ·
Expenses related to printing and compiling documentation, including
receipts and screenshots. 3) Drafting and Submitting
Correspondence: ·
Time spent drafting formal complaints, correspondence, and resolution
proposals. ·
Costs for printing and administrative tasks. Explanation of Hours Worked and Timeline From 12th January 2025 to today, 12th March 2025,
it's exactly 60 days and I have worked 7 days a week. Out of
these 60 days, I took 6 hours off for hospital appointments. My
working hours are as follows: Simplified Total Hours Calculation: 1) Daily Work Timeline: ·
For 14 days, working 14 hours/day = 196 hours. ·
For 16 days, working 15 hours/day = 240 hours. ·
For 13 days, working 17 hours/day = 221 hours. ·
For 20 days, working 14 hours/day = 280 hours. 2) Summing Up Total Hours: ·
196 + 240 + 221 + 280 = 937 hours. 3) Subtracting Hospital Appointments: ·
937 - 6 hours = 931 total hours worked. Splitting 931 Hours Across Three Claims 1)
Trip.com & Airlines Claim ·
Total Hours: 931 × (355 ÷ 861) ≈ 383 hours ·
Night Shift Hours: 383 × (48 ÷ 355) ≈ 52 hours ·
Overtime Hours: 383 × (175 ÷ 355) ≈ 189 hours ·
Regular Hours: 383 × (132 ÷ 355) ≈ 142 hours 2)
Southern Rail & Thameslink Claim ·
Total Hours: 931 × (290 ÷ 861) ≈ 313 hours ·
Night Shift Hours: 313 × (38 ÷ 290) ≈ 41 hours ·
Overtime Hours: 313 × (145 ÷ 290) ≈ 157 hours ·
Regular Hours: 313 × (107 ÷ 290) ≈ 115 hours 3)
3. Dentafly Clinic Claim ·
Total Hours: 931 × (216 ÷ 861) ≈ 235 hours ·
Night Shift Hours: 235 × (30 ÷ 216) ≈ 33 hours ·
Overtime Hours: 235 × (110 ÷ 216) ≈ 120 hours ·
Regular Hours: 235 × (76 ÷ 216) ≈ 82 hours Summary of Updated Hours
Breakdown of Work Hours Comprehensive Work Timeline with Liabilities, Emails,
and Detailed Hours Liabilities: Dates Equaling To Liability That We Are
Accounting For
Work Timeline for 14 Days (9:00 AM – 11:00 PM / 14
Hours per Day) Single Day on Its Own: 12th January 2025
Work Timeline for 14 Days: 13th January 2025 – 26th
January 2025 (9:00 AM – 11:00 PM / 14 Hours Per Day)
Work Timeline for 16 Days: (9:00 AM – 12:00 Midnight
/ 15 Hours per Day)
Work Timeline for 13 Days (9:00 AM – 2:00 AM / 17
Hours Per Day)
Work Timeline for 19 Days (9:00 AM – 11:00 PM / 14
Hours Per Day)
·
I attempted to send the First email on the 9th of February 2025,
this was unsuccessful due to their website not accepting the documents. ·
And I managed to send the First Email on the 12th of
February 2025. ·
I continued overviewing the sent correspondence and addressed the
issues in the “Trip.com, EasyJet and Sunexpress” claim files until the ·
The Second Email I received email 18th of February 2025,
when I received an email from Thameslink. ·
The work continued on the “Omio, Thameslink, and Southern Rail” claim
and I received the Third Email
this was for Contacting customer service on the 18th of
February 2025 and was a satisfaction survey. ·
The Fourth Email was sent on the 22nd of February 2025
to do with “Omio, Thameslink, and Southern Rail” claim. ·
I continued to focus my work on all three claims simultaneously as this
would be beneficial to all involved due to three insurance claims being of a
similar nature to one another. · The 24th of
February 2025, I sent the first email to “Trip.com, EasyJet,
& SunExpress” ·
On the 28th of February 2025, I received the Fifth
Email from “Omio, Thameslink, and Southern Rail” which was
another official correspondence that needed addressing ·
I completed this file by the 1st
of March 2025 when the Sixth Email was sent by me to “Omio,
Thameslink, and Southern Rail” ·
I then focused mostly on the “Trip.com claim and Co.” ·
The Seventh Email was received on the 3rd of March 2025,
·
This caused the Eight Email to be sent on the same day, which
was the 03rd of March 2025. ·
I yet again continued working around the clock until the 6th of
March 2025 was the day when I received the Ninth Email and had
to do more work to reply. ·
I’m now working on the Tenth Email to be sent But all the while
I have not stopped working on all 3 files. Work Log: Structured and Ready for Claim
Contextual Summary for “2025-02-28.” The File “Sent” included:
The Work Included: 1)
Documented Communications: ·
Email exchanges, chat logs, and official correspondences that
illustrate the intent and actions of relevant parties. These documents
directly correlate with the claims of misconduct/irregularities. 2)
Financial Records: ·
Statements and transaction logs that provide quantitative backing to
our assertions. They aid in tracing financial flows that are being disputed,
thus reinforcing our argument regarding financial discrepancies. 3)
Analytical Reports: ·
Summaries of findings and analyses that delve into the implications of
the evidence presented. This should help contextualize the raw data and
clarify how it aligns in this claim. 4)
Visual Evidence: ·
Charts, images, and diagrams that visually represent the data, making
complex information accessible and easily understandable. Such materials
enhance the narrative we’re presenting. Total Hours Calculation based on the revised figures: 1) 196 hours (14 days at 14 hours/day) 2) 240 hours (16 days at 15 hours/day) 3) 221 hours (13 days at 17 hours/day) 4) 266 hours (19 days at 14 hours/day) 5) Minus 6 hours for hospital appointments Total Hours Worked = 931 hours These hours will next be divided into regular
hours, night shifts, and overtime, and then split across the three
claims. Categorization of Hours Regular Hours 1)
Hours worked under the standard 8-hour/day threshold: a) Regular Hours = 931 −
(Night Shifts + Overtime) ·
Total Night Shifts = 126 hours ·
Total Overtime = 480 hours 931 − (126 + 480) = 325
Hours × £25/hour Regular Hours Total: 325 × £25 = £8,125.00 Overtime Hours (Time-and-a-Half) 1)
Hours beyond 8 hours/day during extended workdays: a) 50% of total hours fall under
overtime = 480 hours × £37.50/hour ·
Overtime Hours Total: 480 × £37.50 = £18,000.00 Note for 50% Overtime Overtime was calculated as 50% of total hours based
on work consistently extending beyond 8 hours per day. Time-tracking data is available to substantiate this
breakdown, as detailed in the “Work Log: Structured and Ready for
Claim!” section. 1)
Minimum Wage Calculation Trip.com & Airlines Claim (383 hours) a) Regular Rate (£11/hour): Regular
hours = 142 hours × £11/hour = £1,562.00 b) Overtime Rate (£16.50/hour):
Overtime hours = 189 hours × £16.50/hour = £3,118.50 c) Night Shift Rate (£14.30/hour):
Night shift hours = 52 hours × £14.30/hour = £743.60 Total Minimum
Wage (Trip.com): £1,562.00 + £3,118.50 + £743.60 = £5,424.10 Southern Rail & Thameslink Claim (313 hours) a) Regular Rate (£11/hour): Regular
hours = 115 hours × £11/hour = £1,265.00 b) Overtime Rate (£16.50/hour):
Overtime hours = 157 hours × £16.50/hour = £2,590.50 c) Night Shift Rate (£14.30/hour):
Night shift hours = 41 hours × £14.30/hour = £586.30 Total Minimum
Wage (Southern Rail): £1,265.00 + £2,590.50 + £586.30 = £4,441.80 Dentafly Clinic Claim (235 hours) a) Regular Rate (£11/hour): Regular
hours = 82 hours × £11/hour = £902.00 b) Overtime Rate (£16.50/hour):
Overtime hours = 120 hours × £16.50/hour = £1,980.00 c) Night Shift Rate (£14.30/hour):
Night shift hours = 33 hours × £14.30/hour = £471.90 Total Minimum
Wage (Dentafly Clinic): £902.00 + £1,980.00 + £471.90 = £3,353.90 2)
Quarter Solicitor Fee Trip.com & Airlines Claim (383 hours) a) Regular Rate (£25/hour): Regular
hours = 142 hours × £25/hour = £3,550.00 b) Overtime Rate (£37.50/hour):
Overtime hours = 189 hours × £37.50/hour = £7,087.50 c) Night Shift Rate (£32.50/hour):
Night shift hours = 52 hours × £32.50/hour = £1,690.00 Total
Solicitor Fees (Trip.com): £3,550.00 + £7,087.50 + £1,690.00 = £12,327.50 Southern Rail & Thameslink Claim (313 hours) a) Regular Rate (£25/hour): Regular
hours = 115 hours × £25/hour = £2,875.00 b) Overtime Rate (£37.50/hour):
Overtime hours = 157 hours × £37.50/hour = £5,887.50 c) Night Shift Rate (£32.50/hour):
Night shift hours = 41 hours × £32.50/hour = £1,332.50 Total
Solicitor Fees (Southern Rail): £2,875.00 + £5,887.50 + £1,332.50 = £10,095.00 Dentafly Clinic Claim (235 hours) a) Regular Rate (£25/hour): Regular
hours = 82 hours × £25/hour = £2,050.00 b) Overtime Rate (£37.50/hour):
Overtime hours = 120 hours × £37.50/hour = £4,500.00 c) Night Shift Rate (£32.50/hour):
Night shift hours = 33 hours × £32.50/hour = £1,072.50 Total
Solicitor Fees (Dentafly Clinic): £2,050.00 + £4,500.00 + £1,072.50 = £7,622.50
Verification and Evidence 1)
Solicitor Fees in London, UK: ·
Average Hourly Rate: Solicitors in London typically
charge between £150 to £600 per hour depending on experience and
specialization. ·
Example Reference: The Law Society and other legal
resources. ·
https://www.lawsociety.org.uk/ and other legal resources. 2)
Minimum Wage in London, UK: ·
Current Minimum Wage: As of April 2024, the minimum wage
in London is £10.90 per hour for workers aged 23 and over. ·
Example Reference: UK Government - Minimum Wage Rates ·
https://www.gov.uk/national-minimum-wage-rates Night Shift Hours (9 PM to 11 PM and beyond) 2 hours/day for each night worked across all scenarios: a) Night
Shifts = 126 hours Night Shift Time Blocks
Daily 24-Hour Work Schedule “For One Typical Day”
Updated Night Shift Hours
Total Night Shift Hours = 126 hours. Total Night Shift Hours 1) Night Shift Hours: ·
126 hours were calculated based on documented work between 9 PM and 2 AM.
Tasks during this time included drafting correspondence, reviewing evidence,
and preparing legal responses. 2)
Overtime Hours: ·
480 hours were calculated as 50% of total hours worked, representing consistent
work beyond the standard 8-hour daily threshold. These hours were allocated
to urgent tasks requiring immediate action and additional focus. 3)
Regular Hours: ·
325 hours were classified under regular work tasks completed during standard
hours (9 AM–5 PM). These tasks primarily included organizing evidence,
researching consumer rights, and drafting claims Explanation of Hours Table The figures provided in the updated summary table
represent the current state of my compensation claims. These sums have been
carefully calculated based on detailed documentation of expenses, work hours,
and legal fees associated with each claim. Here's how the totals have been
worked out so far: Solicitor Fees and Additional Expenses Solicitors’ Fees: These are the charges for the legal services provided
by a solicitor, covering their time, expertise, and the work they do on a
case. This might include:
The expenses that can be claimed in compensation
claims depend on the nature of the claim, whether it's related to travel
disruptions, negligence, or other incidents. For claims such as these, the
following categories of expenses are included: 1)
Client Out-of-Pocket Expenses: ·
Direct costs incurred by the claimant due to the incident. Examples
include alternative travel arrangements, meals, accommodation, and other
necessary expenses. 2)
Solicitor’s Out-of-Pocket Expenses: ·
Costs incurred by solicitors while acting in a legal capacity, such as
travel expenses, postage, printing, or other necessary disbursements directly
related to handling the claim. 3)
Legal Fees: ·
Professional fees charged by solicitors for services rendered in
managing the claim. This includes legal advice, drafting documents, and
representing the client throughout the process. 4)
Lost Income: ·
Compensation for any income lost due to the incident, such as missed
workdays or a reduction in earnings resulting from the claimable event. 5)
Medical Costs: ·
Expenses related to medical treatment or additional care resulting from
injuries or negligence. This may also include rehabilitation, therapy, or
specialist consultations. Detail for Claim Submission: Legal Costs and
Reimbursement as a Litigant in Person As a litigant in person actively managing this claim,
I am asserting my legal right to recover costs associated with the extensive
work required to pursue fair resolution. This claim is in accordance with the
principles outlined in “Rule 46.5 of the Civil Procedure Rules (CPR)
in England and Wales,” which recognize the entitlement of
litigants in person to reasonable costs. The details of my claim include: 1) Work Conducted: ·
Research into applicable laws, regulations, and consumer protection
standards relevant to this case. ·
Preparation, organization, and submission of claim materials, including
correspondence, evidence, and financial statements. ·
Responses to communications and addressing feedback from the involved
parties. 2) Hours Worked: ·
“931 Hours,” calculated based on diligent record-keeping and time
tracking, with a breakdown provided for transparency. 3) Compensation for Effort: ·
Standard hourly rate for litigants in person as prescribed under the CPR. ·
Adjustments for overtime hours incurred due to the complexities and
delays in this matter. 4) Supporting Evidence: ·
Comprehensive logs of hours worked, correspondence exchanged, and
evidence compiled. ·
Proof of expenses incurred, such as fees for printing, administrative
tasks, and disbursements directly related to this claim. In light of these factors, I request that the court
& accused as liable recognize and award the legal fees and costs outlined
above as part of the claim settlement. Summary Total as of so far!
Expense Sheet For “Trip.Com” Broken Down Into Three
Compensation Claims 1)
Printing Costs Split by Claims
2)
Electricity Costs
Total Electricity Costs: £10.2 Revised Electricity Costs Total Weekly Electricity Cost: £40.00
1)
Cost for 8 full weeks: £40 × 8 = £320.00 2)
Cost for 2 additional days (2/7 of £40): £40 × (2 ÷ 7) = £11.43 3)
Total Electricity Cost for the Period: £320.00 + £11.43 = £331.43 Adjusted Usage Breakdown 1) Personal Usage: 4% 2) Printer Usage at Work: 5% 3) Computer Usage at Work: 55% (reflecting higher reliance) 4) Lighting and Utilities at Work: 36% Allocation of Costs:
Splitting Across Three Claims The electricity costs are distributed proportionally based on workload:
Final Electricity Costs Per Claim
Verification Notes 1) Personal Usage: Reduced to 4% to account for minimal personal
impact. 2) Printer Usage at Work: Reduced to 5% for lower demand. 3) Computer Usage at Work: Increased to 55% as the primary tool for claims
preparation. 4) Lighting and Utilities at Work: Adjusted to 36% to reflect office usage. 3)
Communication Costs
Total Communication Costs: £105.08 Step-by-Step Breakdown of Data Usage and Costs Step 1: Total Days in the Period From 12th January 2025 to 10th March 2025: ·
12th January to 31st January: 20 days ·
Full February (2025, not a leap year): 28 days ·
1st March to 10th March: 10 days Total Days: 20 + 28 + 10 = 58 days Step 2: Virgin Media Monthly Cost ·
My monthly Virgin Media bill is £55.00. ·
Monthly costs are based on an average of 30.42 days per month. ·
Daily cost of Virgin Media: £55.00 ÷ 30.42 = £1.81 per day Step 3: Total Cost for 58 Days ·
£1.81 per day × 58 days = £104.98 Step 4: Data Usage at £2.00 per GB ·
At a rate of £2.00 per GB, the amount of data the three claims
have used is: £104.98 ÷ £2.00 = 52.49 GB Result The Liable has used approximately 52.49 GB of data from 12th
January to 10th March 2025, now charged at £2.00 per GB. Table for Data Usage
Step 2: Proportional Split Proportions are based on workload percentages: ·
Trip.com: 40% ·
Southern Rail: 30% ·
Dentafly Clinic: 30% Step 3: Final Distribution
Totals (£): ·
Trip.com: £0.04 (phone) + £41.99 (internet) = £42.03 ·
Southern Rail: £0.03 (phone) + £31.49 (internet) = £31.52 ·
Dentafly Clinic: £0.03 (phone) + £31.49 (internet) = £31.52 Final Communication Costs Per Claim
Verification Notes 1) The total of £105.08 is split
proportionately across the three claims. 2) Categories include phone calls,
internet usage, and postage, with exact calculations provided. 3) Internet usage accounts for the
majority of the costs and is divided according to the workload percentages. 4)
Legal Expenses, Grand Totals Sheet
Verification Notes
1)
Printing Costs: ·
Based on actual usage of paper, ink, and printer maintenance. Receipts
for cartridges and paper are attached. 2)
Electricity Costs: ·
Calculated using the average kWh consumption of devices and the current
electricity rate (£0.34 per kWh). 3)
Communication Costs: ·
Includes phone bills, internet usage, and postage receipts. 4)
Administrative Costs: ·
Time tracked for drafting and organizing evidence, calculated at
£25/hour. 5)
Legal Fees: ·
Based on solicitor invoices for consultation and document preparation. Solicitor Fees and Additional
Expenses: Verification and Evidence 1)
Printing Costs: ·
Estimated Cost per Page: £0.10 (including paper, ink, and
printer maintenance). ·
Calculation: Total printing costs = Cost per
page × Number of pages printed. 2)
Example Reference: ·
Printing Cost Calculator: https://www.printingcostcalculator.com/. Legal Fees and Expenses 1)
My Out-of-Pocket Expenses (£): These represent direct costs I
personally incurred, including travel expenses, food and drink, baggage fees,
and other related expenditures. Each item is backed by receipts and allocated
to the respective case. 2)
Solicitor Out-of-Pocket Expenses (£): This includes additional costs
incurred by a solicitor, such as printing, postage, and administrative
expenses. 3)
Minimum Wage Hours Cost (£): This reflects the time I dedicated
to working on each claim, valued at £11 per hour. This figure
accounts for the minimum wage and the effort I invested in preparing,
researching, and presenting the claim. 4)
Solicitor’s Fees (£): These are the legal fees charged by
the solicitor, which can range from £100 to £600 or more per
hour. Given the complex nature of this case and its two associated side
claims, a solicitor at a lower rate may not possess the necessary
qualifications to effectively handle this matter. The fees cover professional
representation, including consultations, case preparation, and
correspondence. Calculations include standard, overtime, and night shift
rates. Summary Total as of so far!
+ Legal Expenses, Grand Totals Sheet
Summary Total As of So Far Including All Work Shifts,
Legal Fees and Legal Expenses: Trip.com (£)
Southern Rail (£)
Dentafly Clinic (£)
Calculations so Far at Minimum Wage for Each Company:
Legal Fees and Expenses Verification of Totals 1) The Total Compensation (£) is
calculated as the sum of: ·
Solicitor Fees (Regular Rate). ·
Overtime Fees. ·
Night Shift Fees. ·
Legal-Fees Out-of-Pocket Expenses. Additional Costs Specific to Claims Next is the updated “Compensation Breakdown,”
incorporating “Legal-Fees & Legal-Out-of-Pocket Expenses (£)”
and including “Client Out-of-Pocket Expenses (£)” for the
clarity of completeness: Dentafly Clinic Claim as of so far with Medical
Negligence Costs (£): This includes costs incurred due to medical
negligence, such as additional treatment or damages, and may include
additional fees where applicable. These are accounted for separately from the
total off:
Teeth Turkey Claim – Updated Breakdown
Additional Costs and Totals
£21,630.00 + £7,771.78 = £29,401.78 Grand Total After All, Compensation with Solicitor
Fees: £29,401.78 Note: This grand total includes: 1) The Medical Negligence Costs
(£20,650.00). 2) Additional expenses such as Legal
Fees and Out-of-Pocket Expenses, except Work Hours Costs,
which are noted separately. 3) Costs marked "Recovering"
or "Negotiated With Discretion" are pending confirmation or
negotiation. The new total for Dentafly Clinic is £29,401.78
and here is the revised information, based on Minimum Wage: 1)
Calculations for Minimum Wage so Far: ·
Trip.com: £197.94 + £5,424.10 = £5,622.04 ·
Southern Rail: £149.28 + £4,441.80 = £4,591.08 ·
Dentafly Clinic: £149.28 + £3,353.90 = £3,503.18 2)
Add with Client Out-of-Pocket Expenses & Fee: For Dentafly Clinic, we add: ·
Minimum Wage Work Hours Cost (Not Included in Totals): £3,503.18 ·
Client Out-of-Pocket Expenses & Fee: £21,630.00 3)
Calculation: £3,503.18 + £21,630.00 = £25,133.18 Total for Dentafly Clinic The Total Minimum Wage (£)
for Dentafly Clinic comes to:
Additional Legal Travel Expenses Sheet, “This
Section Has Already Been Implemented Into The Receipts!” 1)
Mileage Costs
Total Mileage Costs: £0.00 2)
Public Transport Costs
Total Public Transport Costs: £0.00 3)
Parking Fees
Total Parking Fees: £0.00
Total Fuel Costs: £0.00 5)
Miscellaneous Travel Costs
Total Miscellaneous Travel Costs: £0.00
My Notes:
Trip.com & Airlines Claim: Total Compensation 1)
Total Compensation so far (Without Professional
Website Analysis Fees):
Additional Fees 1)
Website Analysis Report Fees
Total Analysis Fees: ·
£5,000.00 + £2,000.00 + £1,500.00 = £8,500.00 The Quarter Solicitor Fee and Legal Expenses Total is: ·
£12,327.50 + £8,500.00 = £20,827.50 Updated Breakdown of Trip.com Total Compensation
£51.50 + £53.40 + £40.00 + £216.90 + £46.00 + £23.00
+ £69.63 + £120.32 + £8,500.00 Client Total is: £9,120.75 £9,120.75 + £12,327.50 The Grand Total is: £21,448.25 1)
Mileage Costs
Total Mileage Costs: £0.00 2)
Public Transport Costs
Total Public Transport Costs: £0.00 3)
Parking Fees
Total Parking Fees: £0.00 4)
Fuel Costs
Total Fuel Costs: £0.00 5)
Miscellaneous Travel Costs
Total Miscellaneous Travel Costs: £0.00 Minimum Wage and Claim Totals 1)
Calculations for Minimum Wage so Far: ·
Trip.com: £197.94 + £5,424.10 = £5,622.04 ·
Southern Rail: £149.28 + £4,441.80 = £4,591.08 ·
Dentafly Clinic: £149.28 + £3,353.90 = £3,503.18 2)
Add with Client Out-of-Pocket Expenses & Fee: For Dentafly Clinic, we add: ·
Minimum Wage Work Hours Cost (Not Included in Totals): £5,622.04 ·
Client Out-of-Pocket Expenses & Fee: £9,120.75 3)
Calculation: £5,622.04 + £9,120.75 = £14,742.79 Total for Trip.com The Total Minimum Wage (£)
for Trip.com comes to:
Validation: 1)
ClaimScore Real-Time Claim Validation: ·
Provides data-driven backend analysis for claim validation. 2)
Consulting Fees Guide: ·
Offers insights into determining consulting fees with pricing analysis. 3)
Average Consulting Rates By Industry: ·
Provides industry benchmarks for consulting rates. a) ClaimScore Real-Time Claim
Validation: https://www.claimscore.ai/solutions/real-time-claim-validation: Provides data-driven backend analysis for claim validation. b) Consulting Fees Guide: https://www.consultingsuccess.com/consulting-fees: Offers insights into determining consulting fees with pricing analysis. c) Average Consulting Rates By Industry: https://consultingmavericks.com/start/other/average-consulting-rates-by-industry/: Provides industry benchmarks for consulting rates. My Notes: 1)
These resources can help verify the estimated fees and ensure they are
fair and competitive. Southern Railway Claim – Updated
Breakdown
Southern Rail (£)
Calculations so Far at Minimum Wage:
Updated Breakdown of Trip.com Total Compensation
£196.80 + £10,244.28 = £10,441.08 Additional Legal Travel Expenses Sheet, “This
Section Has Already Been Implemented Into The Receipts!” 1)
Mileage Costs
Total Mileage Costs: £0.00 2)
Public Transport Costs
Total Public Transport Costs: £0.00 3)
Parking Fees
Total Parking Fees: £0.00 4)
Fuel Costs
Total Fuel Costs: £0.00 5)
Miscellaneous Travel Costs
Total Miscellaneous Travel Costs: £0.00 Minimum Wage and Claim Totals 1)
Calculations for Minimum Wage so Far: ·
Trip.com: £197.94 + £5,424.10 = £5,622.04 ·
Southern Rail: £149.28 + £4,441.80 = £4,591.08 ·
Dentafly Clinic: £149.28 + £3,353.90 = £3,503.18 2)
Add with Client Out-of-Pocket Expenses & Fee: For Dentafly Clinic, we add: ·
Minimum Wage Work Hours Cost (Not Included in Totals): £4,591.08 ·
Client Out-of-Pocket Expenses & Fee: £196.80 3)
Calculation: £4,591.08 + £196.80= £4,787.88 Total for Trip.com The Total Minimum Wage (£) for Trip.com comes
to:
Calculations for Minimum Wage so Far at Minimum Wage
for Each Company:
£4,591.08 + £196.80 = £4,787.88 Overall Total (Updated)
After-Tax Calculation “Southern Railway Claim!” Minimum Wage Total with – "Everything for
Now!" 1) Total Income Before Tax: £4,787.88 2) Personal Allowance (0% Tax): ·
£4,787.88 (untaxed) ·
Tax on this amount: £0 3) Basic Rate (20%): ·
Taxable Income: £4,787.88 - £12,570 = £0 (since it's less than the
personal allowance) ·
Tax on this amount: £0 Total Tax for Minimum Wage Total: £0 Total After Tax for Minimum Wage Total: £4,787.88 The Quarter Solicitor Fee and Legal Expenses Total 1) Total Income Before Tax: £10,441.08 2) Personal Allowance (0% Tax): ·
£10,441.08 (untaxed) ·
Tax on this amount: £0 3) Basic Rate (20%): ·
Taxable Income: £10,441.08 - £12,570 = £0 (since it's less than the
personal allowance) ·
Tax on this amount: £0 Total Tax for Quarter Solicitor Fee and Legal
Expenses: £0 Total After Tax for Quarter Solicitor Fee and Legal
Expenses: £10,441.08 Summary
Full Refund for Additional Costs: 1) Reimbursement of all additional
expenses incurred due to the errors, totaling £894.06, and £10,441.08 in
legal fees. 2) Confirmation of reimbursement for
analysis fees, currently estimated but not finalized. Summary of the Claim Based on the detailed breakdown and the combined
calculation, the compensation claim includes the following:
Request for Immediate Action I expect an immediate resolution to this matter,
including the full compensation for the financial impact, legal fees, and
additional compensation as outlined above. Failure to address these issues
promptly will result in further legal action. Request for Resolution To address the financial and emotional toll caused by
Trip.com's errors, Southern Rail & Thameslink delays, and Dentafly
Clinic's mishandling, I respectfully request the following resolutions Immediate Action: Introduction of Additional Rates As of today, 12th March 2025, I find myself
compelled to introduce an additional rate alongside legal fees and expenses
and this is due to the relentless stress and exhaustive efforts I have
endured while pursuing this claim. This decision is necessary in light of the
extensive amount of time spent working under pressure since 12th January
2025, the day we returned home. From the very moment I arrived back, I have been
forced to contribute time to these proceedings to recover justice and costs :
Days Worked Under Stress The following timeline reflects the days spent
working diligently under extreme stress to address this matter:
Introduction of Additional Rate Although I have not included these additional fees
within the “Total Grand Sum” for this claim against “Omio,
Thameslink, and Southern Rail,” recent communication; “Marked
with an Incomplete And Inconsistent
Fair Response” I have further exacerbated the complexity of resolving
this matter. As such, I am introducing a: 1) Stress Compensation Fee: As an additional fee to account
for the undue stress and emotional burden caused to me by the horrific
circumstances and the constant bad reminder of the event that took place, and
the fee will start from today. Stress Compensation Fee 1) Fair Fixed Stress Fee per Day: ·
The stress fee is determined at £50/day as outlined. 2) Total Number of Days Worked: ·
You have worked for a total of 60 days (from 12th January 2025
to 12th March 2025, excluding breaks for hospital appointments). 3) Stress Fee Calculation: ·
60 days × £50/day = £3,000. “Not being charged at present!” Rationale for the Additional Fees This decision aligns with the “Consumer Rights
Act 2015,” which protects individuals from unfair practices, and the “FCA
Regulations,” which ensure that claims management companies meet “High
Standards Of Conduct.” Considering: 1) The lack of transparency provided by service providers. 2) The ongoing burden of addressing misleading and
incomplete information. 3) The significant delays caused by these complications. I reserve the right to continue applying these rates
until the claim is resolved to my satisfaction. The extent of my efforts,
coupled with the emotional and mental toll, justifies these additional fees. Statement of Intent This serves as a formal notice of my decision to
implement these rates. I hope this encourages a swift and satisfactory
resolution, avoiding the necessity for further escalation. I have made every
effort to present my claims with honesty, accuracy, and evidence, and I trust
that this matter will now be addressed with the urgency it deserves. The Daily Compensation Rate and Stress Compensation
Fees! The worked out “Daily Compensation Rate!”
and the “Stress Compensation Fees,” are as follows! My Request At The Present Date 1) Full Refund for Additional Costs: ·
Reimbursement of all additional expenses incurred due to the errors,
totaling, Grand Total: £10,441.08 = “Omio, Thameslink, and Southern
Rail.” 2) Improved Transparency and
Communication: ·
Implementation of detailed text-based explanations alongside visual
guides for baggage policies and other booking elements to prevent future
misunderstandings. ·
Clear, visible information regarding what additional payments include,
with no hidden costs. 3) Future Policy Changes: ·
A commitment to ensuring all customer interactions meet high standards
of clarity and transparency, supported by improved training for customer
service teams. 4) Compensation for Emotional Distress: ·
Additional compensation for the undue stress, inconvenience, and
disruption caused to myself and my travel partner, significantly impacting on
the quality of our holiday. ·
My Evidence Evaluation! ·
Exhibited as: 1 § Receipts \ 6. Your Tickets
LBG–GTW-Return
1) The First Page Of The Invoice:
The message continues with two booking numbers and
includes a confirmation that we have successfully received the requested
items, and that the sale has been completed. 1+
Mon, Jan 06, 2025: London Bridge (LBG) – Gatwick
Airport (GTW) 2+
Sun, Jan 12, 2025: Gatwick Airport (GTW) – London
Bridge (LBG)
2) The Second Page Of The Invoice:
3) The Third & Forth pages of the
invoice: Are tiled as: 1+
Your ticket details, 2+
Outbound Thameslink, 3+
Return Southern, 4+
Bring your ID with you, 5+
Arrive at least 20 minutes early, 6+
Do you have a connection?
4) The Five Page on the Invoice: 1+
Omio_Invoice_2683383_2683384.pdf ·
The invoice labeled "Omio_Invoice_2683383_2683384.pdf"
does not indicate any alerts regarding potential service delays, nor does it
mention any scenarios where train services would be substituted with bus
services. Additionally, there is no mention of the East Grinstead station
(EGR) stop being connected to engineering activities that led to closures
between Gatwick Airport and East Croydon. 5) The Clickable Option “View Your
Ticket In The Omio App.”
6) The “Download Tickets” Dropdown
Button
1) Itinerary – Suggested 12 January: 12:00 Southern From Gatwick Airport To East Grinstead --- 2) 12:32 Southern From East Grinstead To London Bridge On 12th of January 2025, due
to the disruptions on the Southern Rail network, the train services from East
Grinstead to London Bridge were affected. Here’s a comparison of the train
frequency on that day versus a normal schedule: 12th of January 2025 “Disrupted Schedule!”
1+
12:12 PM (1L35 service) 2+
1:12 PM 3+
2:12 PM 4+
3:12 PM 5+
4:12 PM 6+
5:12 PM 7+
6:12 PM 8+
7:12 PM 9+
8:12 PM
“Normal Schedule!” Thameslink and Southern Rail
Services from Gatwick Airport to London Bridge Both Thameslink and Southern Rail provide services on
the route from Gatwick Airport to London Bridge. Here are the accurate
details: Thameslink Services Thameslink operates a significant number of trains on
this route. On a typical day, there are approximately 86 Thameslink trains
per day running from Gatwick Airport to London Bridge. This ensures
frequent and reliable service for passengers. Southern Rail Services Southern Rail also provides services on this route.
On a typical day, there are approximately 125 Southern Rail trains per day
running from Gatwick Airport to London Bridge. This adds to the overall
frequency and availability of trains on this route. Combined Services When considering all operators (including Thameslink,
Southern Rail, and other train operators), there are usually about 211
trains per day running from Gatwick Airport to London Bridge. This total
includes services provided by both Thameslink and Southern Rail, among
others. Key Points:
1) Travel Time: The average journey duration from
Gatwick Airport to London Bridge is around 36 minutes, with the
fastest services taking just 29 minutes.
1) Travel Time: The average journey duration from
Gatwick Airport to London Bridge is around 37 minutes, with the
fastest services taking just 29 minutes.
For the most accurate and up-to-date information on
train schedules, you can check the Thameslink website and the Southern
Railway website. 1) Thameslink website: https://www.thameslinkrailway.com/journey/gatwick-airport-to-london-bridge and the 2) Southern Railway website: https://www.southernrailway.com/journey/gatwick-airport-to-london-bridge.
The 12th of January 2025 Summary The disruptions significantly reduced the frequency
of train services on 12th of January 2025, compared
to the normal schedule. 1)
Disrupted Schedule: Approximately “9”
trains per day. 2)
Normal Schedule: Approximately “211” trains per day. Timeline 1) 12:00 PM: Departure from Gatwick Airport on
a coach service provided by Southern Rail due to the disruptions on the train
network. ·
Estimated Coach Travel Time: The coach service from Gatwick
Airport to East Grinstead typically takes around 30 minutes, depending
on traffic conditions. This means we would have arrived at East Grinstead
around 12:30 PM. ·
Due to the regular service not operating, this explains the “Non-Existence”
of a 12:32 PM train from East Grinstead to London Bridge, even though
there were no warnings about these delays on the Omio website or changes from
the normal schedule to the disrupted schedule. 2) 12:32 PM: Departure from East Grinstead on a
Southern Rail train to London Bridge. ·
The train journey from East Grinstead to London Bridge typically takes
around 53 minutes. Given this, we would have arrived at London Bridge
at approximately 1:25 PM, if the trains had been running a normal
service, but they were not. Scenario Based on the itinerary provided, let's analyze how it
was possible for me to arrive at London Bridge Train Station at 2:15 PM
instead of 1:25 PM. Itinerary – Suggested 12 January 2025: 1)
12:00 Southern: From Gatwick Airport to East Grinstead 2)
12:32 Southern: From East Grinstead to London Bridge We arrived at Gatwick Airport on 12th
of January 2025, in time for the 12:00 PM Southern service to
East Grinstead. We were told the train was not running and we would need to
get on a replacement coach. The coach journey would take 30 to 40 minutes
or longer. Thameslink "Normal" Frequency: Approximately 86 trains per day. Southern Rail "Normal" Frequency: Approximately 125 trains per day. Both Thameslink and Southern Rail customers shared
only 9 trains on 12th of January 2025. The first train of the 9 was scheduled for 12:12
PM. The first train running out of the nine was
unattainable to us due to our ticket time being for 12:32 PM
according to the normal schedule. If we left Gatwick Airport to East Grinstead at 12:00
PM by coach, it would have taken at the best of times 30 minutes,
so we would have missed the first of the nine replacement trains running at
the time of 12:12 PM, as exhibited below: ·
Train Service: From East Grinstead to London Bridge, trains were
running at the following times: 1) 12:12 PM (1L35 service) “We
Would Have Missed This, Train!” 2) 1:12 PM “We Would Have Just
Arrived For This Train As I Remember!” 3) 2:12 PM 4) 3:12 PM 5) 4:12 PM 6) 5:12 PM 7) 6:12 PM 8) 7:12 PM 9) 8:12 PM For a start:
Considerably Even Worse:
Additional Considerations
I look forward to your prompt response and resolution
of my compensation claim. Kind Regards, Simon Paul Cordell Address: 109 Burncroft Avenue, Enfield, London, EN3 7JQ Email: Re_Wired@Ymail.com Tel: +44 7864 217519 1) Waiver of Liability for Calculation
Errors ·
I, Simon, hereby declare that the calculations provided within
this document are based on the information available at the time of
preparation. While I have taken every reasonable effort to ensure accuracy, I
acknowledge that mistakes can occur. 2) Waiver of Liability: ·
Release of Liability: I shall not be held liable for any discrepancies or
errors in the calculations presented herein. ·
Responsibility for Verification: It is the recipient's responsibility to verify the
calculations independently. If any errors or discrepancies are identified,
please notify me immediately for correction. 3) Amendments and Feedback: ·
Request for Reassessment: If you identify any errors or inaccuracies in the
calculations, please resend the document with highlighted amendments to me at
your earliest convenience. ·
Collaborative Adjustment: Upon receiving your feedback, I will review and
agree upon the necessary corrections, then we can provide an updated version
promptly. Thank you for your understanding and cooperation. P.S. I have included an index of the files associated to
these claims here: File Table
Directory Names
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11.
11th Received |
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From: Ahmed Jama (ahmed.jama@gtrailway.com) Date: Thursday 13 March
2025 at 09:21 GMT Dear Simon Thank you for your email, I can see that you have
included additional legal fees that you are requesting. I sent an email on 6
March explaining that we do not operate a train service on the route that you
had advised we cancelled a train for and have not received any further
responses from you. Can you please confirm the response you would like
me to provide? In your earlier email you stated that the cause of the delay
was due to the "12:00 PM Southern Rail Train from Gatwick Airport
to East Grinstead Not Running." As explained, we don't operate a
train service for this route, and this was an advertised bus replacement
service. Therefore, could you please clarify where we failed to provide the
service you had booked a ticket for and I will be
able to address your concerns further. If you are unhappy with the responses provided you
can raise a case with the Rail Ombudsman. I'll be happy to investigate any
continued concerns or questions you have and provide a response. If you are not satisfied with the way we have
answered your complaint you have the right to take your complaint to the Rail
Ombudsman. The Rail Ombudsman service is independent and free. If you contact
them, please make sure that you tell them that you have this email, known as
a Deadlock, to show that you have completed the complaints process with us. The Ombudsman will investigate your complaint and
make a decision based on the information given to them. If you agree with the
Ombudsman's decision, we have to do what they say. This could be making an
apology, explaining what went wrong, correcting the problem, or giving you a
financial award. If your complaint is about the way our service has
been designed, rail industry policy, or if your complaint relates to an event
that took place before the Rail Ombudsman service was established, the
Ombudsman will review it and then put it in the hands of Transport Focus or
London TravelWatch who may progress it on your
behalf. These organisations are passenger watchdogs that work with the rail
industry, government and others. You can contact the Rail
Ombudsman via the methods below: Website: www.railombudsman.org Telephone:
0330 094 0362 Textphone:
0330 094 0363 Email:
info@railombudsman.org Twitter:
@RailOmbudsman Post:
FREEPOST - RAIL OMBUDSMAN Kind Regards, Ahmed Jama Customer
Relations Advisor Govia Thameslink Railway (GTR) Email:ahmed.jama@gtrailway.com Govia
Thameslink Railway Limited Registered in England and Wales No. 07934306. Registered
office: 3rd Floor, 41-51 Grey Street, Newcastle upon Tyne, NE1 6EE This email
is sent subject to our email disclaimer which can be accessed here |
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12.
12th-Sent 12.
12th-All-Emails |
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From: Rewired (re_wired@ymail.com) To: ahmed.jama@gtrailway.com Date: Thursday 13 March 2025 at 16:25 GMT Subject: Follow-Up on Compensation Claim for Journey on 12 January 2025 Dear Ahmed Jama, Thank you for your detailed
response. I would like to address several key points regarding my
compensation claim and clarify the exceptional circumstances that have
impacted this claim. No Warnings or Updates on the
Website 1) Lack of Information: ·
The website did not provide any warnings about the replacement
services, delayed services, or engineering work. At no point was the word "Coach,"
"Replacement Services," or "Delayed
Services" mentioned when I booked my tickets. The tickets were
purchased on 21st December 2024, just before Christmas. Despite this,
the site was not updated, and no emails were sent to warn me about the delays
or changes. ·
We booked our cab based on the provided itinerary, which does not
account for the actual delays and replacement services. Exceptional Circumstances 2) Family Medical Emergency: ·
I was in the hospital with my mother on Christmas Day due to her severe
kidney failure. This critical situation required my presence at the hospital,
which significantly delayed my ability to focus on submitting the
compensation claim. ·
The ongoing hospital visits and care for my mother continued through
the New Year, further impacting my ability to manage this claim promptly. Discrepancies in Service and
Itinerary 3) Incorrect Ticket Details: ·
The train ticket, not coach tickets sold to me, stated a departure time
of 12:00 PM from Gatwick Airport train station. ·
The train ticket sold to me also stated a departure time of 12:32 PM
from East Grinstead Train Station. ·
Despite arriving at Gatwick Airport on time, a coach service that was
never mentioned about was provided. · The coach service provided arrived
later than 12:32 PM at East Grinstead Train
Station as stated in the sold tickets, to us. ·
Another issue is the first replacement train from East Grinstead Train
Station that day was at 12:12 PM (1L35 service), and with us being at
Gatwick Airport at 12:00pm we could never have got on this train ·
This means we could have only got on the second train from East
Grinstead that day at the time of 1:12 PM. ·
The ticket's itinerary stating for us to be at Gatwick Airport for 12:00
PM and East Grinstead for 12:32 PM. Impact on Planning 4) Return Journey Timing: ·
The replacement coach service was never explained. ·
The planned train from East Grinstead to London Bridge at 12:32 PM
was none existent and therefore made us late. ·
The next train from East Grinstead to London Bridge was at 1:12 PM,
which is the train the coach managed to arrive for. Accountability and Fairness 5) Company Responsibility: ·
Govia Thameslink Railway Limited (GTR) operates train services under the brands Thameslink, Southern, Great
Northern, and Gatwick Express. Therefore, GTR is responsible for addressing
the service disruptions and the lack of adequate warnings. ·
It is not fair or reasonable to deny compensation based on these
circumstances, given the exceptional conditions and the significant impact on
my travel plans. 6) Service Discrepancies: ·
If, as stated: “The 12 PM Service Was Always Scheduled As A
Replacement Bus Service,” this would mean that I should never have
been sold these train tickets with a train that was not running at 12:32. ·
The time of the missing 12:32 train not being accounted for in my
itinerary or booking pages proves the train service never operated as
scheduled, and compensation must be offered. Given these points, I kindly request
a reconsideration of my compensation claim, taking into account the detailed
evidence and the exceptional circumstances that affected my ability to submit
the claim promptly. The lack of adequate warnings and updates regarding the
replacement services has caused considerable disruption and additional
expenses. Thank you for your understanding and
assistance in this matter. Kind regards, Simon Paul Cordell 109 Burncroft
Avenue, Enfield, London, EN3 7JQ Email: Re_Wired@Ymail.com Tel: +447864217519 All Emails PDF Goes here! |
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13.
13th-Received |
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Re:
20250224-730595 From: Ahmed Jama (ahmed.jama@gtrailway.com) To: re_wired@ymail.com Date: Thursday 13 March 2025 at 17:18 GMT Dear Simon Thank you for
your email and the additional information. A number of the points you have
raised relate to the information on the website you purchased the tickets
from and lack of adequate warnings and updates regarding replacement
services. Your ticket was purchased from a third-party retailer, therefore,
any complaints relating to the information you were provided with will need
to be addressed with the company your tickets were
purchased from. I am unable to
address complaints relating to the information provided as this was through a
company and website we do not manage. I am sorry to
hear of the medical emergency and can understand the concern this would have
caused. While requesting
more information to assess your complaint, you were unable to confirm the
train service you had taken and had mentioned the below. Therefore, we were
unable to accurately assess the journey you had taken. 'Unfortunately,
as we are both unfamiliar with the local area “Being from North London,” we cannot 100% confirm the exact train
station or service details beyond this point, without contacting yourselves!' You have also
stated that you attempted to take the 12:12 1L35 service from East Grinstead,
however, the ticket evidence you forwarded shows that you were not scheduled
to take this train. If you can
confirm the time of the coach, you took from Gatwick airport and the time of
the train you took from East Grinstead I can look into this for you. However,
the complaint points relating to the information you were provided will need
to be raised with the company you purchased the tickets from. Kind
Regards, Ahmed Jama Customer
Relations Advisor Govia Thameslink
Railway (GTR) Email:ahmed.jama@gtrailway.com
Govia
Thameslink Railway Limited Registered in
England and Wales No. 07934306. Registered
office: 3rd Floor, 41-51 Grey Street, Newcastle upon Tyne, NE1 6EE This email
is sent subject to our email disclaimer which can be accessed here |
|
14.
14th-Sent |
|
Re:
20250224-730595 From: Rewired Rewired (re_wired@ymail.com) To: ahmed.jama@gtrailway.com Date: Friday 14 March 2025 at 10:43 GMT Subject: Reconsideration
of Compensation Claim and Clarification of Responsibilities Dear Ahmed Jama, Thank you for
your recent email. I am writing to address and correct several points
regarding the liability of Govia Thameslink Railway (GTR) in my compensation
claim. 1. Liability and
Third-Party Retailers: · While my ticket was purchased through Omio, it is essential to recognize that GTR, as the service provider,
retains ultimate responsibility for ensuring accurate and timely information
dissemination. The “Consumer Rights Act 2015” mandates that
services, including third-party sales, be provided with reasonable care and
skill. GTR cannot deflect liability onto Omio when GTR itself
is responsible for the accuracy of schedule updates and service changes
communicated to retailers and passengers alike. The “Rail Passengers' Rights
and Obligations Regulation (EC) No 1371/2007”
further enforces this, requiring rail operators to provide comprehensive and
accurate information to passengers, regardless of the sales channel. 2. Delayed Response
and Clarification Requests: · Contrary to your claims, I have consistently communicated the
challenges and confusion faced during my journey on 12th of January 2025. The
itinerary clearly indicated travel from Gatwick Airport at 12:00 PM with an onward
journey from East Grinstead to London Bridge at 12:32 PM. The confusion stems from the failure of GTR and Omio to update the scheduled services effectively and
transparently, which directly resulted in the delays and additional expenses
incurred. 3. Responsibilities
Under Relevant Regulations: · Rail Passengers' Rights
and Obligations Regulation (EC) No 1371/2007: This regulation provides comprehensive protection to rail
passengers, including compensation for delays, cancellations, and
disruptions, irrespective of the cause. · National Rail
Conditions of Travel: These conditions
entitle passengers to compensation for delays exceeding a certain timeframe,
regardless of the cause, and ensure transparency and fairness in dealings
with passengers. · Consumer Rights Act 2015: This act obligates service providers to deliver services
with reasonable care and skill, ensuring that disruptions are handled fairly,
and compensation is provided appropriately. 4. Exceptional
Circumstances: · The exceptional circumstances surrounding my case, including a
family medical emergency and technical issues with the claim submission
process, warrant a departure from the standard compensation policy. These
factors significantly hindered my ability to submit the claim within the
28-day window, necessitating a reconsideration of my compensation request. 5. Clarification of
Journey Details: · As previously communicated, I was scheduled to take the 12:00 PM Southern train from
Gatwick Airport to East Grinstead, followed by a 12:32 PM Southern train from to London Bridge. However,
upon arrival at Gatwick Airport, I was informed that the scheduled train
services were cancelled due to engineering works and were replaced by a coach
service. This coach service took approximately 45 minutes to reach East
Grinstead, where I then boarded the replacement train to continue my journey
to London Bridge. · The fact that the 12:32
PM Southern train from East Grinstead to London Bridge should never
have been added or sold to passengers as it was never going to be running due
to planned engineering works, raises serious questions about the accuracy and
transparency of the information provided by GTR and Omio.
If the 12:00 PM service was
always scheduled as a replacement bus service, it is perplexing because a
train that would never be running was sold to me. · The delayed services at both parts of the journey meant that
the delayed replacement services at East Grinstead contributed to missing
nine trains, and the timing of the coach services meant that we would never
have made it to the first scheduled service, but we did make it to the
second. This should have been accurately communicated at the time of ticket
purchase to prevent confusion and additional expenses. 6. Request for
Comprehensive Insurance Policy Information: · I have requested a complete copy of the relevant insurance
policies to assess the scope of coverage and validate my compensation claim.
Your failure to address this request further perpetuates the impression of
obfuscation and avoidance of liability by GTR. I respectfully
request that GTR reconsider
my compensation claim, taking into account the exceptional circumstances and
the legal obligations outlined above. I seek full recovery of my tickets and
reimbursement for the additional costs incurred, as detailed in my initial
claim. Thank you for
your attention to this matter. I look forward to your prompt and
comprehensive response. Sincerely, Name: Simon Paul Cordell Address: 109 Burncroft
Avenue, Enfield, London, EN3 7JQ Email: Re_wired@ymail.com Tel: +447864217519 |
|
15. 15th-Sent |
|
Subject: Follow-Up on Compensation Claim for Journey on 12
January 2025 Dear Ahmed Jama, Regarding my
previous communication, I noticed a minor text error and would like to
provide the corrected statement for clarity: "The delayed
services at both parts of the journey meant that the delayed replacement
services at East Grinstead contributed to missing "The first off," nine trains, and the timing of the coach
services meant that we would never have made it to the first scheduled
service." Please let me
know if you require any further information or clarification. I look forward
to your prompt response and resolution of my compensation claim. Kind regards, Simon Paul
Cordell Address: 109 Burncroft Avenue,
Enfield, London, EN3 7JQ Email:
Re_wired@ymail.com Tel:
+447864217519 |
|
16.
16th-Received |
|
Re:
20250224-730595 From: Ahmed Jama (ahmed.jama@gtrailway.com) To: re_wired@ymail.com Date: Friday 14 March 2025 at 17:28 GMT Dear Simon Thank you for
your email I haven't had a chance to review your
email as of yet, however, I note that the corrected statement mentions
missing nine trains, would you please be able to confirm the departure times
of these services and the route so that I am able to look at the correct information.
Kind Regards, Ahmed Jama Customer
Relations Advisor Govia Thameslink
Railway (GTR) Email:ahmed.jama@gtrailway.com
Govia
Thameslink Railway Limited Registered in
England and Wales No. 07934306. Registered
office: 3rd Floor, 41-51 Grey Street, Newcastle upon Tyne, NE1 6EE This email
is sent subject to our email disclaimer which can be accessed here |
|
17. 17th-Sent |
|
Re:
20250224-730595 From: Rewired (re_wired@ymail.com) To: ahmed.jama@gtrailway.com Date: Friday 14 March 2025 at
18:19 GMT Subject: Follow-Up on Compensation Claim for Journey on
12 January 2025 Dear
Ahmed Jama, Thank
you for your prompt response. To
clarify the details regarding the missed trains, please refer to the 10th
email I sent to you, which contains a detailed summary of the journey,
including departure times and the route taken. You can access the specific
section through the following link: 1) 10th
Sent Email https://horrific-corruption-files.webhop.me/PNC66/1.%20PNC-Errors-and-Its-Other-Claims/05-01-25-till-25-01-25File-Locked4Sharing/Teeth-14-01-25/04.%20Claim-4-Southern-Railway-Claim-Sent-Updated/10.%2010th-SentEmail.pdf Within
this email, you'll find the details under the section titled "The 'Download Tickets' Dropdown
Button" and below the exhibited tickets. For
your convenience, I have summarized the key points here: Due
to not being informed on the Omio website about our return ticket changes and
not knowing that East Grinstead is not part of the normal service, we took it
as part of it and this meant that we still booked our cab in time. The time
on the return journey states 12:32 PM; the cab was booked for 1:30 PM, but we
arrived after 2:15 PM. Itinerary: 1. Suggested
12 January: · 12:00 PM
Southern from Gatwick Airport to East Grinstead · 12:32 PM
Southern from East Grinstead to London Bridge On 12
January 2025, due to disruptions on the Southern Rail network, the train
services from East Grinstead to London Bridge were affected. Here’s a
comparison of the train frequency on that day versus a normal schedule: 12th of January 2025, "Disrupted
Schedule": Coach Service:
Provided from Gatwick Airport to East Grinstead due to train disruptions. Train Service: From
East Grinstead to London Bridge, trains were running at the following times: 1. 12:12 PM (1L35 service) "We
Would Have Missed This, Train!" - As it takes longer than
12 minutes to get to East Grinstead from Gatwick by coach. 2. 1:12 PM "We
Would Have Just Arrived For This Train As I Remember!" My
ticket to be at East Grinstead is 12:32 PM, and this train was cancelled but
still sold to me. The comment from your team confirmed: "The 12 PM
Service Was Always Scheduled As A Replacement Bus Service." For a
detailed schedule, you can check RealTime Trains. "Normal Schedule": Both
Thameslink and Southern Rail provide frequent services from Gatwick Airport
to London Bridge, with approximately 211 trains per day combined. For
more accurate information, check the Thameslink website and the Southern
Railway website. Summary: Disrupted Schedule:
Approximately 9 trains per day. Normal Schedule:
Approximately 211 trains per day. Timeline: 1. 12:00
PM: Departure from Gatwick
Airport on a coach service provided by Southern Rail due to the disruptions. · Estimated Coach
Travel Time: 30 minutes, arriving at East Grinstead around 12:30 PM. · The
non-existence of a 12:32 PM train from East Grinstead to London Bridge was
due to the lack of warnings on the Omio website. 2. 12:32
PM: Scheduled departure
from East Grinstead to London Bridge. · Actual Arrival
at London Bridge: 2:15 PM instead of 1:25 PM. Given
these repeated explanations, I hope this clarifies the details you requested.
Please refer to the 10th email for further information and the attached
documents that outline the sequence of events and incurred expenses. I
kindly request a prompt review and resolution of my compensation claim as the
details have been exhaustively provided. Thank you for your attention to this
matter. Kind
regards, Simon Paul Cordell Address: 109 Burncroft Avenue,
Enfield, London, EN3 7JQ Email: Re_wired@ymail.com Tel: +447864217519 |
|
18. 18th-Sent |
|
----- Forwarded
message ----- From: Rewired
<re_wired@ymail.com> To: Ahmed Jama
<ahmed.jama@gtrailway.com> Sent: Friday 14 March 2025
at 10:43:43 GMT Subject: Re: 20250224-730595 Subject: Reconsideration
of Compensation Claim and Clarification of Responsibilities Dear Ahmed Jama, Thank you for
your recent email. I am writing to address and correct several points
regarding the liability of Govia Thameslink Railway (GTR) in my compensation
claim. 1. Liability and
Third-Party Retailers: · While my ticket was purchased through Omio, it is essential to recognize that GTR, as the service provider,
retains ultimate responsibility for ensuring accurate and timely information
dissemination. The “Consumer Rights Act 2015” mandates that
services, including third-party sales, be provided with reasonable care and
skill. GTR cannot deflect liability onto Omio when GTR
itself is responsible for the accuracy of schedule updates and service
changes communicated to retailers and passengers alike. The “Rail Passengers' Rights and Obligations Regulation (EC)
No 1371/2007” further enforces this, requiring rail operators to
provide comprehensive and accurate information to passengers, regardless of
the sales channel. 2. Delayed Response
and Clarification Requests: · Contrary to your claims, I have consistently communicated the
challenges and confusion faced during my journey on 12th of January 2025. The
itinerary clearly indicated travel from Gatwick Airport at 12:00 PM with an onward
journey from East Grinstead to London Bridge at 12:32 PM. The confusion stems from the failure of GTR and Omio to update the scheduled services effectively and
transparently, which directly resulted in the delays and additional expenses
incurred. 3. Responsibilities
Under Relevant Regulations: · Rail Passengers' Rights
and Obligations Regulation (EC) No 1371/2007: This regulation provides comprehensive protection to rail
passengers, including compensation for delays, cancellations, and
disruptions, irrespective of the cause. · National Rail
Conditions of Travel: These conditions
entitle passengers to compensation for delays exceeding a certain timeframe,
regardless of the cause, and ensure transparency and fairness in dealings
with passengers. · Consumer Rights Act 2015: This act obligates service providers to deliver services
with reasonable care and skill, ensuring that disruptions are handled fairly,
and compensation is provided appropriately. 4. Exceptional
Circumstances: · The exceptional circumstances surrounding my case, including a
family medical emergency and technical issues with the claim submission
process, warrant a departure from the standard compensation policy. These
factors significantly hindered my ability to submit the claim within the
28-day window, necessitating a reconsideration of my compensation request. 5. Clarification of
Journey Details: · As previously communicated, I was scheduled to take the 12:00 PM Southern train from
Gatwick Airport to East Grinstead, followed by a 12:32 PM Southern train from to London Bridge. However, upon
arrival at Gatwick Airport, I was informed that the scheduled train services
were cancelled due to
engineering works and were replaced by a coach service. This coach service
took approximately 45 minutes to reach East Grinstead, where I then boarded
the replacement train to continue my journey to London Bridge. · The fact that the 12:32
PM Southern train from East Grinstead to London Bridge should never
have been added or sold to passengers as it was never going to be running due
to planned engineering works, raises serious questions about the accuracy and
transparency of the information provided by GTR and Omio.
If the 12:00 PM service was
always scheduled as a replacement bus service, it is perplexing because a
train that would never be running was sold to me. · The delayed services at both parts of the journey meant that
the delayed replacement services at East Grinstead contributed to missing
nine trains, and the timing of the coach services meant that we would never
have made it to the first scheduled service, but we did make it to the
second. This should have been accurately communicated at the time of ticket
purchase to prevent confusion and additional expenses. 6. Request for
Comprehensive Insurance Policy Information: · I have requested a complete copy of the relevant insurance
policies to assess the scope of coverage and validate my compensation claim.
Your failure to address this request further perpetuates the impression of
obfuscation and avoidance of liability by GTR. I respectfully
request that GTR reconsider
my compensation claim, taking into account the exceptional circumstances and
the legal obligations outlined above. I seek full recovery of my tickets and
reimbursement for the additional costs incurred, as detailed in my initial
claim. Thank you for
your attention to this matter. I look forward to your prompt and
comprehensive response. Sincerely, Name: Simon Paul Cordell Address: 109 Burncroft
Avenue, Enfield, London, EN3 7JQ Email: Re_wired@ymail.com Tel: +447864217519 |
|
19. 19Th Sent |
|
Re: 20250224-730595 From:
Rewired (re_wired@ymail.com) To:ahmed.jama@gtrailway.com Date:
Friday 14 March 2025 at 17:24 GMT Subject: Follow-Up on Compensation Claim for Journey on 12
January 2025 Dear Ahmed Jama, Regarding my
previous communication, I noticed a minor text error and would like to
provide the corrected statement for clarity: "The delayed
services at both parts of the journey meant that the delayed replacement
services at East Grinstead contributed to missing "The first off," nine trains, and the timing of the coach
services meant that we would never have made it to the first scheduled
service." Please let me know
if you require any further information or clarification. I look forward to
your prompt response and resolution of my compensation claim. Kind regards, Simon Paul Cordell Address: 109 Burncroft Avenue,
Enfield, London, EN3 7JQ Email: Re_wired@ymail.com Tel: +447864217519 |
|
20. 20th-Received |
|
Re:
20250224-730595 From:
Ahmed Jama (ahmed.jama@gtrailway.com) To:
re_wired@ymail.com Date:
Friday 14 March 2025 at 17:28 GMT Dear Simon Thank you for
your email I haven't had a chance to review your
email as of yet, however, I note that the corrected statement mentions
missing nine trains, would you please be able to confirm the departure times
of these services and the route so that I am able to look at the correct information.
Kind Regards, Ahmed Jama Customer
Relations Advisor Govia Thameslink
Railway (GTR) Email:ahmed.jama@gtrailway.com
Govia Thameslink
Railway Limited Registered in
England and Wales No. 07934306. Registered
office: 3rd Floor, 41-51 Grey Street, Newcastle upon Tyne, NE1 6EE This email
is sent subject to our email disclaimer which can be accessed here |
|
21. 21st-Sent |
|||
|
Follow-Up
on Previous Correspondence – Action Required! "Awaiting Your
Response". From:
Rewired (re_wired@ymail.com) To:
ahmed.jama@gtrailway.com
Dear Amed, I hope this message
finds you well. I’m following up on the message I sent last Friday. Please
let me know a convenient time to connect or if there are any matters you'd
like to discuss. |
|
22. 22nd-Sent |
|
Fwd.:
Follow-Up on Previous Correspondence – Action Required! "Awaiting Your
Response". From:
Rewired (re_wired@ymail.com) To:ahmed.jama@gtrailway.com Date:
Wednesday 19 March 2025 at 09:17 GMT ----- Forwarded
message ----- From: Rewired
<re_wired@ymail.com> To:
ahmed.jama@gtrailway.com <ahmed.jama@gtrailway.com> Sent: Monday 17 March 2025
at 15:25:42 GMT Subject: Follow-Up on Previous
Correspondence – Action Required! "Awaiting Your Response". Dear Amed, I hope this
message finds you well. I’m following up on the message I sent last Friday.
Please let me know a convenient time to connect or if there are any matters
you'd like to discuss.
All-Emails-New-19-03-25.pdf 6MB |
|
23. 23rd-Sent |
|||
|
Re:
Follow-Up on Previous Correspondence – Action Required! "Awaiting Your
Response". From:
Rewired (re_wired@ymail.com) Date: Thursday
20 March 2025 at 14:50 GMT Subject: Urgent: Request
for Full Compensation and Formal Disclosure of Policies From: Simon Paul Cordell re_wired@ymail.com To: Ahmed Jama ahmed.jama@gtrailway.com CC: Rail Ombudsman info@railombudsman.org Dear Ahmed, I hope this email
finds you well. I am following up regarding my compensation claim for the
disrupted journey on 12th of January 2025, and I am
writing to request an urgent resolution to this matter. Despite prior
correspondence, your failure to address my legitimate requests for clarity
and compensation has left me with no choice but to escalate the matter
further. Key Points of My
Claim 1. Breakdown of Costs and Compensation Requested: Train Tickets: £23.80 Bus Fares: £3.50 Cab Fare: £13.00 Missed Cab Booking: £51.50 Dinner Bill: £25.00 Lost Downtime: £80.00 Stress Compensation: £50.00
2. Exceptional Circumstances Supporting My Case: a. Minor Delay in Submission: My claim was submitted just three days late due to a family medical emergency and technical
issues with your online submission system. These are valid exceptional
circumstances and should have been taken into account. b. Transparent Communication Failure: The ticket sold to me included services that were never
scheduled to operate due to planned engineering works. The failure to provide
accurate information at the time of purchase directly caused delays,
confusion, and additional costs. 3. Addressing Your Reasons for Rejection a.
Claim Outside the 28-Day Window: The 28-day rule applies only to Delay
Repay claims. Other compensation claims, such as reimbursement for additional
costs and consequential losses, are not bound by this timeframe. b.
Third-Party Ticket Purchase via Omio: GTR retains ultimate responsibility under the Consumer Rights
Act 2015 and the Rail
Passengers' Rights and Obligations Regulation
(EC)
No 1371/2007 to ensure accurate and timely information
dissemination, even when tickets are sold through third-party retailers. This
cannot be deflected onto Omio. c.
Disruption Due to Planned
Engineering Work: While the
disruption was caused by planned engineering work, passengers are entitled to
compensation for consequential losses under the Rail
Passengers' Rights and Obligations Regulation
(EC)
No 1371/2007, irrespective of the cause. 4. Formal Disclosure Request I have previously
requested copies of Thameslink's passenger compensation and liability
policies, but these requests have gone unanswered. Your failure to provide
this information demonstrates a lack of transparency and accountability in
handling compensation claims. If this claim
remains unresolved, I formally notify you of my intent to issue a “Disclosure
Request under CPR Rule 31.12” as part of legal proceedings. This will
require you to disclose all relevant policies and documentation, including: a. Delay Repay Scheme Insurance Documents. b. Public Liability Insurance Details. c. Any other documents directly related to passenger compensation and liability. · This request is made in the interest of transparency and to
validate the legal basis of my claim. 5. Acknowledgment of Liability and Procedural Implications: · I would like to emphasize that by continuing to investigate my
claim, rather than outright rejecting the detailed submissions and requests I
have provided, GTR has implicitly acknowledged the legitimacy and feasibility
of my claim under its customer service and compensation frameworks. Your
willingness to examine my compensation request: -- including train tickets,
additional transport expenses, stress compensation, and legal fees, as this
signals recognition that these are valid costs associated with the
disruptions caused by your services. · This continuation of proceedings has set a clear precedent that
such claims are not only reviewable but are also meritorious in their
context. It obliges your team to act in accordance with relevant laws,
regulations, and your internal policies. Under the “Rail Passengers' Rights and Obligations Regulation
(EC)
No 1371/2007” and the “Consumer Rights Act 2015,” passengers are entitled to fair
compensation for delays, disruptions, and consequential losses caused by your
services. · Furthermore, GTR’s investigation and acknowledgment of my
exceptional circumstances, including technical issues with this claims
process, my family medical emergency, and additional factors leading to my
delayed submission all merit a fair resolution. Any deviation from delivering
this resolution would result in further liability for failing to meet
statutory obligations and customer expectations. · This email, now copied to the “Rail Ombudsman” along with the
entire correspondence history, will serve as an additional step in
formalizing this case as a complaint about case management. I also reiterate
that I will pursue disclosure under “CPR Rule 31.12” to compel the
release of all relevant compensation and liability policies, should this
matter remain unresolved. By continuing with this procedural investigation,
GTR affirms its responsibility to resolve the claim transparently and
expediently. 6. Escalation and Formal Complaint · This email has been CC’d to the Rail Ombudsman, and I am
attaching a copy of all prior correspondence for their review as a formal
complaint regarding the poor management of this case. I urge you to address
this issue promptly to avoid further escalation. · Given the exceptional circumstances, the legal obligations of
GTR, and the evidence provided, I respectfully request full reimbursement of
the amounts listed above. Should this matter remain unresolved, I will work
closely with the Ombudsman to seek resolution and proceed with legal action
if necessary. · I look forward to your prompt response. Should you require
further clarification or additional information, please do not hesitate to
contact me. Kind regards, Simon Paul Cordell Address: 109 Burncroft Avenue, Enfield, London, EN3 7JQ Email: re_wired@ymail.com Tel: +447864217519 |
|
24. 24th—Received |
|
RE:
Re: Follow-Up on Previous Correspondence – Action Required! "Awaiting
Your Response". From: Support (info@railombudsman.org) To:re_wired@ymail.com Date: Thursday 20 March 2025 at 14:51 GMT ##- Please type your reply above this line
-##Thank you for
your email, one of our advisors will be responding to your enquiry, in the
meantime visit our website on www.railombudsman.org
where you can find our frequently asked questions.[K444LW-71W75] |
|
25. 25th-Sent |
|
[EXTERNAL
SENDER] Subject: “Urgent Request
for Response, Case Handler Assignment, and Insurance Policies!” Dear Ombudsman and Ahmed, I hope
this message finds you well. To
Ahmed: I am writing to kindly
request your prompt response to the matters discussed regarding my
compensation claim for the disrupted journey on 12th of January
2025. Given the complexities involved, your timely input is essential
to moving this matter forward. To the
Ombudsman: I would appreciate it if
you could provide the name of a case handler to ensure that this claim is
managed adequately and efficiently. Having a dedicated point of contact is
crucial in achieving a fair and timely resolution. To Both: I also respectfully request the following insurance-related
documents, which are relevant to my understanding of the policies that may
apply to this case: 1. A complete copy of the “Delay Repay Scheme Insurance Documents.” 2. A complete copy of the “Public Liability
Insurance.” 3. Copies of any additional “Insurance Policies” that may
pertain to my claim. It is
important to emphasize that this claim has caused significant inconvenience
and financial impact, in addition to the time I’ve spent pursuing resolution.
Resolving this matter promptly would demonstrate a commitment to fairness and
customer satisfaction, which I trust are values upheld by your organisations. I
sincerely hope for your cooperation and a constructive outcome. Please feel
free to contact me should you require any further information or
clarification. Thank
you for your time and attention to this matter. I look forward to your
responses. Kind regards, Simon
Paul Cordell Address: 109 Burncroft Avenue, Enfield, London, EN3 7JQ Tel: +447864217519 |
|
Si-Note: File: 25-03-2025-For-the-Ombudsman |
|
Does this include Sundays and
Saturdays for the ombudsman: “Over 40 working days have passed
since raising your complaint with the Service Provider through their
Complaints Handling.” Based on the information from the Rail
Ombudsman webpage, "working days" typically exclude weekends
(Saturdays and Sundays) and public holidays. If the Ombudsman states
"Over 40 working days have passed," they are referring to weekdays
only. Since we calculated 42 calendar days, the actual number of working days
may differ depending on whether there were weekends or holidays within that
time frame. Would you like me to help determine the
exact number of working days in this period? Let me know! Q Can you work it out for me please? How many
days are accounted for by them! Of course, Simon! Let’s calculate the
number of "working days" (excluding Saturdays and Sundays) between
February 12, 2025, and March 25, 2025: 1. February 12,
2025, is a Wednesday. 2. From February
12 to February 28 (inclusive), there are 13 weekdays (excluding weekends:
February 15-16 and 22-23). 3. In March
2025, from March 1 to March 25 (inclusive), there are 19 weekdays
(excluding weekends: March 1-2, 8-9, 15-16, and 22-23). When we sum up these, the total number of "working
days" is 32 days. This means the 40-working-day timeframe has not
yet elapsed. |
|
26. 26th-Received |
|
[Rail
Ombudsman] Re: Re: Follow-Up on Previous Correspondence – Action Required!
"Awaiting Your Response". From: David
(Support) (info@railombudsman.org) To:re_wired@ymail.com Date: Tuesday
25 March 2025 at 11:21 GMT ##- Please type your
reply above this line -## Your
email (83785) has been responded to. To add additional comments, reply to
this email.
Good
Morning, Thank
you for contacting the Rail Ombudsman. The
Rail Ombudsman is an Alternative Dispute Resolution organisation, independent
from the rail industry. We mediate unresolved complaints between consumers
and Service Providers, as long as the consumer has been through the
complaints handling procedure of the service provider, and a suitable
resolution cannot be found. Our
scheme does allow Thameslink a reasonable amount of time to work with you and
try to resolve the dispute. We allow the service provider 40 working days to resolve the complaint
with you since you first raised it with them or require you to have been
issued with a Deadlock Letter. A Deadlock Letter is any form of written
communication from the service provider indicating you have exhausted the
Service Providers’ complaints handling procedure and will reference the Rail
Ombudsman by name. To
then raise an application with the Rail Ombudsman, please complete our form
online via the following link so we can investigate your complaint: I
have also attached a link to our Consumer Guide which provides further
information on what we do within our Scheme: https://www.railombudsman.org/resource-area/consumerguide/ https://www.railombudsman.org/making-a-complaint/before-starting-a-complaint/ Please
do not hesitate to contact us again if you require any further information. Kind
Regards, Fionn Contact
Advisor. Tel:
0330 094 0362 |
Premier
House | 1-5 | Argyle Way | Stevenage | SG1 2AD Telephone
calls to and from the Ombudsman may be recorded for quality and training
purposes.
Registered
company name: Dispute Resolution Ombudsman Limited. Registered office:
Richmond House, Walkern Road, Stevenage,
Hertfordshire, England, SG1 3QP. Company Registration Number: 8945616.
Registered in England & Wales. DISCLAIMER:
The information contained in this e-mail message is privileged and
confidential and is only intended for the addressee. If you received this
e-mail in error, you are hereby notified that any disclosure, reproduction,
distribution or use of this message and any attachments is strictly
prohibited. Please notify the sender immediately and delete the e-mail
without copying or disclosing its contents to any other person. No legal
consequences can be derived from the contents of this e-mail. Neither the
sender nor Dispute Resolution Ombudsman
Limited accept liability for any damage resulting from the use and/or
acceptance of the content of this e-mail message. Please
note that we have updated our Privacy Policy in accordance with the General
Data Protection
Regulation 2018. A copy of this can be found here Please consider the environment before printing this message. |
|
27. 27th-Sent |
|
Re:
[Rail Ombudsman] Re: Re: Follow-Up on Previous Correspondence – Action
Required! "Awaiting Your Response". From:
Rewired (re_wired@ymail.com) To:info@railombudsman.org Date:
Tuesday 25 March 2025 at 12:15 GMT Subject: Urgent Request:
Follow-Up on Compensation Claim [K444LW-71W75] Dear Ombudsman and Ahmed, I hope this message
finds you well. To Ahmed: I kindly request your prompt response regarding my compensation
claim for the disrupted journey on January 12, 2025. Your input is essential
to resolving this matter effectively and without further delay. To the Ombudsman: I understand that the timeline for resolving claims is stated
as 40 days from the initial
contact with Thameslink.
However, as of today, 25th of March 2025, it has been 42 days since my first contact on 12th of February 2025. While I recognize
your suggestion to raise an application via the provided link, we already
have an active ticket for this case [K444LW-71W75].
As such, I kindly request that this matter be continued and resolved under
the existing ticket to avoid unnecessary duplication or delays. To Both: In addition, I respectfully request the following: 1. The name of a dedicated case handler to ensure that this claim
is managed efficiently. 2. Copies of the relevant insurance documents, including the Delay
Repay Scheme Insurance and Public Liability Insurance, to better understand
the policies applicable to my claim. It is important to
highlight that this unresolved claim has caused significant inconvenience and
financial impact. I trust that maintaining continuity with the existing
ticket and adhering to stated timelines are priorities for your organisation.
Your cooperation in addressing these points will help demonstrate a
commitment to fairness and customer satisfaction. Thank you for your
attention to this matter. Please let me know if further details are required.
I look forward to your responses at the earliest opportunity. Kind regards, Simon Paul Cordell Address: 109 Burncroft Avenue,
Enfield, London, EN3 7JQ Email: re_wired@ymail.com Tel:
+447864217519 |
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28. 28th-Received |
|
[Rail Ombudsman] Re: Re: Follow-Up on
Previous Correspondence – Action Required! "Awaiting Your Response". From: David (Support) (info@railombudsman.org) To:re_wired@ymail.com Date: Tuesday 25 March 2025 at 12:17 GMT ##- Please type your
reply above this line -## Your email (83785) has been responded to.
To add additional comments, reply to this email. David (Rail Ombudsman) Mar 25, 2025, 12:17
GMT Good afternoon,
Thank you for your response. Without an completed
form, we are not able to look into your dispute. Kind Regards, Fionn Contact
Advisor. Tel: 0330 094 0362 |Premier House | 1-5 | Argyle Way | Stevenage |
SG1 2ADTelephone calls to and from the Ombudsman may be recorded for quality
and training purposes. Registered company name: Dispute Resolution Ombudsman
Limited. Registered office: Richmond House, Walkern
Road, Stevenage, Hertfordshire, England, SG1 3QP. Company Registration Number:
8945616. Registered in England & Wales. DISCLAIMER: The information
contained in this e-mail message is privileged and confidential and is only
intended for the addressee. If you received this e-mail in error, you are
hereby notified that any disclosure, reproduction, distribution or use of
this message and any attachments is strictly prohibited. Please notify the
sender immediately and delete the e-mail without copying or disclosing its
contents to any other person. No legal consequences can be derived from the
contents of this e-mail. Neither the sender nor Dispute Resolution Ombudsman
Limited accept liability for any damage resulting from the use and/or acceptance
of the content of this e-mail message. Please note that we have updated our
Privacy Policy in accordance with the General Data Protection Regulation
2018. A copy of this can be found here.
Please consider the environment before printing this message. [EXTERNAL SENDER] |
|
29. 29th-Received |
|
Automatic reply: Follow-Up on Previous
Correspondence – Action Required! "Awaiting Your Response". From: Ahmed Jama (ahmed.jama@gtrailway.com) To:re_wired@ymail.com Date: Tuesday 25 March 2025 at 11:09 GMT I am currently out of the office with no access to
emails until Tuesday 2nd April 2025 and will respond on my return. |
|
30. 30th-Sent |
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Subject: Follow-Up: Request for Response on
Compensation Claim From: Rewired (re_wired@ymail.com) To:ahmed.jama@gtrailway.com Date: Friday 4 April 2025 at 09:09 BST To Ahmed: I hope this
email finds you well. I am writing to kindly follow up on my
compensation claim related to the disruptions on 12th of January 2025.
Despite the extended efforts and time, I have dedicated myself to resolving
this matter, I have yet to receive your response. Additionally, I noticed that in your last
email, the date you mentioned was "Until Tuesday 2nd April 2025"
and this was incorrect, as the “02nd of April 2025” was actually a
“Wednesday.” Out of consideration, I waited until the end of the day
yesterday to allow for any potential delays, even after the considerable time
already spent addressing the issues and losses I incurred. I would greatly appreciate an update today
as of your earliest convenience regarding the progress of my claim. Please let
me know if you require any further information to expedite this process. Thank you for your attention to this
matter, and I look forward to hearing from you. Kind regards, Simon Paul
Cordell Address: 109 Burncroft
Avenue, Enfield, London, EN3 7JQ Email: re_wired@ymail.com Tel:
+447864217519 |
|
31. 31st -Sent |
||||||||||||||||||
|
Subject:
Formal Complaint and Request for Immediate Resolution of Compensation Claim From: Rewired
(re_wired@ymail.com) To:ahmed.jama@gtrailway.com;
customerservices@gtrailway.com; info@railombudsman.org Date: Tuesday 8 April 2025
at 10:23 BST Mr. Simon Paul Cordell Address: 109 Burncroft Avenue Enfield, London, EN3 7JQ Email: Re_wired@ymail.com Tel: +447864217519 Date: 7 April 2025 To: Govia Thameslink Railway
(GTR) Customer Relations customerservices@gtrailway.com Dear Govia
Thameslink Railway Customer Relations Team, I am
writing to express my profound dissatisfaction with the handling of my
compensation claim for my delayed journey on 12 January 2025. This matter has been drawn out far beyond any
reasonable timeframe, and Ahmed Jama’s handling has further compounded the
distress caused by this situation. Key Issues: 1. Prolonged Delays and Misleading Promises: Ahmed Jama has
repeatedly delayed the resolution of my claim, offering vague assurances and
incomplete responses. Despite initially agreeing to address my claim
comprehensively, Ahmed has failed to act fairly and transparently, leaving
this matter unresolved for months. 2. Refusal to Provide Insurance Policies and Breach of Transparency: Under
Civil Procedure Rules, I requested access to Thameslink’s relevant insurance
policies, including the Delay Repay Scheme Insurance Documents and Public
Liability Insurance. Ahmed’s failure to provide these documents for review is
a breach of the accountability expected from your organization, and it limits
my ability to fully assess Thameslink’s liability. 3. Consumer Rights Breach: Ahmed’s rejection of my claim citing the use of a third-party
ticket seller (OMIO) contradicts the Consumer Rights Act 2015. This
legislation ensures that services must be delivered with reasonable care and
skill, regardless of the sales channel through which tickets were purchased. 4. Legal Fees and Stress-Related Compensation: Ahmed
has consistently ignored my claim for stress-related compensation, calculated
at “£50
per day.”
Additionally, the ongoing delays and mishandling of this matter have
resulted in mounting legal fees as I prepare to escalate this case through
appropriate channels. These fees are Thameslink’s responsibility due to their
failure to resolve the claim in a timely and transparent manner. Current Legal Fees and Expense Breakdown! · I am seeking
compensation for the following expenses incurred as a direct result of the
significant delays and mishandling of my compensation claim:
Total Expenses (Excluding Stress-Related Compensation and Legal Fees):
£196.80. Stress-Related Compensation a. Introduction of Stress Fee:
Stress-related compensation was introduced in my 10th email, referencing a
rate of “£50
per day,” starting on ‘March 1, 2025’ b. Calculation: Days Since March 1, 2025 (Inclusive): From March 1, 2025, to April 7, 2025, there are 38 days. Stress-Related Compensation to Date: £50/day × 38 days = £1,900. Total Stress Compensation:
£1,900. Legal Fees and Additional Costs a. Legal Fees: Detailed from January
12, 2025, to March 12, 2025: Quarter Solicitor Fee: £10,095.00 Legal Expenses: £149.28 Grand
Total: £10,244.28 b. Adding client out-of-pocket expenses of £196.80, the total sum
amounts to £10,441.08. c. New Total Requested with Stress Fees
Incurred: The total of £1,900 “Stress-Related Compensation” plus £10,441.08 (Expenses and Legal
Fees) comes to £12,341.08. I
therefore request complete payment of the total compensation amount of £12,341.08 to be paid to me in full. If my
claim remains unresolved and I am compelled to proceed with court action,
further legal fees will include costs associated with filing the “N1 Claim Form.” Request for Immediate Action: I
demand the following actions be taken without further delay: 1. A formal apology for the mishandling of my claim and Ahmed
Jama’s unprofessional conduct. 2. Full payment of the compensation owed, including stress-related
charges and legal fees. 3. Provision of the requested insurance policies under Civil
Procedure Rules for review and transparency. 4. Reform of Thameslink’s claims process to prevent such issues in
the future. Rail Ombudsman
Involvement: If I do
not receive a satisfactory response within “11th of April
2025,” I will escalate this matter further by: Filing a formal complaint
with the “Rail Ombudsman” (www.railombudsman.org). Pursuing
legal action under the “Consumer Rights
Act 2015,” including submitting an “N1 Claim Form” to the County
Court to recover the compensation and legal fees incurred. Contacting
consumer rights advocacy groups and media outlets to raise awareness of
Thameslink’s mishandling of valid passenger claims. Your organisation
has a legal and ethical obligation to address valid claims with fairness,
transparency, and professionalism. I trust you will take immediate action to
resolve this matter appropriately and restore confidence in Thameslink’s
commitment to its passengers. Yours
sincerely, Simon Paul Cordell |
|
32. 32nd-Received |
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|
RE:
Subject: Formal Complaint and Request for Immediate Resolution of
Compensation Claim From: Support
(info@railombudsman.org) To:re_wired@ymail.com Date: Tuesday
8 April 2025 at 10:23 BST
Thank
you for your email, one of our advisors will be responding to your enquiry,
in the meantime visit our website on www.railombudsman.org where you can find our frequently asked questions. [14J27P-XG3YD] |
|
33. 33rd-Received |
|
Acknowledgement
Email From: No
Reply - Customer Relations (noreply.customerrelations@gtrailway.com) To:re_wired@ymail.com Date: Tuesday
8 April 2025 at 10:23 BST Dear Customer We appreciate you
taking the time to contact us. Please accept this acknowledgement as
confirmation that we've received your query. We're receiving a
high volume of contact at the moment. Our aim is to provide a full response
within 10 working days and
for more complex complaints it may take up to 20 working days. Please be
assured we have your email and there is no need to chase us for a reply as we
will get back to you as soon as we can. Please do not reply to this email. You may find more
information including our complaints handling procedure via the following
links: Great Northern: Great Northern Railway Thameslink: Thameslink Gatwick Express: Gatwick Express Southern Railway:
Southern Railway Kind regards Customer
Relations We are a member of the ADR scheme, an
impartial service who can assist when complaints remain unresolved. You can
find out more information here: Home - Rail Ombudsman |
|
32. 32nd-Received -Sent |
|
Re:
Subject: Formal Complaint and Request for Immediate Resolution of
Compensation Claim From: Ahmed
Jama (ahmed.jama@gtrailway.com) To:re_wired@ymail.com Date: Tuesday
8 April 2025 at 17:48 BST Dear Simon Thank you for
your emails, please be aware it can take time to review complaints before a
response can be sent. You were provided with a deadlock on 13 March 2025. I can assure you
I have not ignored emails I am sorry that you feel that way. I was on annual
leave for just over a week in the middle of March in which you would have
received an out-of-office confirmation email. You have raised a number of
queries and have not accepted our final response. which was sent on 13 March
and included your escalation options. As confirmed in
the email I sent on 28 February, insurance documents aren't held under your
personal records and therefore could not be supplied through a SAR
request. I had also confirmed that
although a Delay Repay claim was not submitted within 28 days of the date of
travel, I would look into this for you. In relation to
insurance documents, there are no insurance documents relating to Delay Repay
and all information relating to Delay Repay is readily available to
customers. You can find
information on our website at Delay Repay compensation | Southern Railway, in our Passenger's Charter which you can download online at Passenger's Charter | Southern Railway and in section 32 of the
National Rail Conditions of Travel (NRCOT) available online at National_Rail_Conditions_of_Travel_2024.pdf. Delay Repay does
not come under public liability insurance and there aren't any public
liability insurance documents which relate to your complaint or any insurance
documents we are able to provide you. It is confirmed
online, in our Passenger's Charter and the NRCOT that
claims requests can be completed online or by post. We acknowledge
and understand our obligations under the Consumer Rights Act (CRA), and in
particular the service provider obligations which came into effect across the
rail industry on 1 October 2016. The CRA requires
that, should you wish to pursue a CRA claim, it will be for you to prove a
failure of reasonable care
and skill by GTR before the Courts. Your claim was declined as you provided a
response on 3 March 2025 where you were not able to provide details of the
journey you had taken. You advised the below and as a result, we were unable
to verify a delay to your journey. 'Unfortunately,
as we are both unfamiliar with the local area “Being from North London,” we cannot 100% confirm the exact train
station or service details beyond this point, without contacting yourselves!' As advised
previously, we are not responsible for the information provided by other
companies. o date I have not been able to complete any review of the
information that was available to you when you had visited the retailers website, nor have I been able to review any
confirmation emails, booking confirmation, receipts or letters you may have
received as part of your rail ticket purchase. We do not accept any liability
for interaction you have had with a retailer. I understand that
you are seeking legal costs which you have listed as £10,244.28 in an email
sent on 12 March 2025 and have stated this now stands at £12,341.08. If you
have sought legal advice and been charged £12,341.08 to date, I would
recommend speaking to your solicitors about your options. We are not in a
position to pay legal fees for customers who have hired a solicitor and
incurred fees. This isn't an expense we are able to pay. In relation to
your journey, by 14 March 2025 you were able to provide additional
information about your journey between Gatwick Airport and East Grinstead. in
which you advised the below. 'This coach
service took approximately 45 minutes to reach East Grinstead, where I then
boarded the replacement train to continue my journey to London Bridge.' Although your
claim was received outside of 28 days, as you have advised of a delay to your
journey travelling by coach, I will arrange to reimburse the £11.90 rail
tickets for our journey to London Bridge as a gesture of goodwill. I will
arrange the £23.80 in rail tickets and the £51.50 taxi journey as a gesture
of goodwill. Although your
rail ticket was only to London Bridge and the remaining part of your journey
was outside the route your rail ticket was valid for
I will also arrange the £3.50 bus fares and additional £13 in taxi as a gesture of
goodwill. The total amount
we are offering is £91.80. The information on replacement bus services was
included in journey planners prior to your journey. Any concerns about how
this was communicated to you will need to be raised with the retailer you
purchased the tickets from. We do not accept liability involving a
transaction made with a different company. We are unable to
offer any compensation towards a dinner bill, lost downtime or stress related compensation calculated at £50 per day from
1 March 2025. We encourage customers to raise enquiries or complaints with us
and we provided a response declining your compensation request within
reasonable timescales including your final response. You have raised further queries and we aren't able to arrange the stress related
compensation you requested. As a deadlock has
been issued already, you are able to raise a case with the rail ombudsman.
Any legal documents can be sent to the address below. The Legal
Department Govia Thameslink
Railway Limited 3rd Floor, 41-51
Grey Street Newcastle Upon
Tyne NE1 6EE I can arrange to
provide the £91.80 in the form of cashable rail travel vouchers, to a PayPal
account or by BACS. Please let me know your preferred option. Kind
Regards, Ahmed Jama Customer
Relations Advisor Govia Thameslink
Railway (GTR) Email:ahmed.jama@gtrailway.com
Govia Thameslink
Railway Limited Registered in
England and Wales No. 07934306. Registered
office: 3rd Floor, 41-51 Grey Street, Newcastle upon Tyne, NE1 6EE This email is
sent subject to our email disclaimer which can be accessed here |
|
33. 33rd-Received |
|
Acknowledgement
Email From: No
Reply - Customer Relations (noreply.customerrelations@gtrailway.com) To:re_wired@ymail.com Date: Tuesday
8 April 2025 at 10:23 BST Dear Customer We appreciate you
taking the time to contact us. Please accept this acknowledgement as
confirmation that we've received your query. We're receiving a
high volume of contact at the moment. Our aim is to provide a full response
within 10 working days and
for more complex complaints it may take up to 20 working days. Please be
assured we have your email and there is no need to chase us for a reply as we
will get back to you as soon as we can. Please do not reply to this email. You may find more
information including our complaints handling procedure via the following
links: Great Northern: Great
Northern Railway Thameslink: Thameslink Gatwick Express: Gatwick Express Southern Railway: Southern Railway Kind regards Customer
Relations We are a member of the
ADR scheme, an impartial service who can assist when complaints remain
unresolved. You can find out more information here: Home - Rail Ombudsman |
|
34. 34th-Received |
|
Re:
Subject: Formal Complaint and Request for Immediate Resolution of
Compensation Claim From: Ahmed
Jama (ahmed.jama@gtrailway.com) To:re_wired@ymail.com Date: Tuesday
8 April 2025 at 17:48 BST Dear Simon Thank you for your emails, please be aware it can take time to
review complaints before a response can be sent. You were provided with a
deadlock on 13 March 2025. I can assure you I have not ignored emails I am sorry that you
feel that way. I was on annual leave for just over a week in the middle of
March in which you would have received an out of office
confirmation email. You have raised a number of queries and have not accepted
our final response. which was sent on 13 March and included your escalation
options. As confirmed in the email I sent on 28 February
insurance documents aren't held under your personal records and therefore
could not be supplied through a SAR request.
I had also confirmed that although a Delay Repay claim was not
submitted within 28 days of the date of travel, I would look into this for
you. In relation to insurance documents, there are no insurance
documents relating to Delay Repay and all information relating to Delay Repay
is readily available to customers. You can find information on our website at Delay Repay compensation | Southern Railway, in our Passenger's
Charter which you can download online at Passenger's Charter | Southern Railway and in section 32 of the National Rail Conditions of Travel (NRCOT)
available online at National_Rail_Conditions_of_Travel_2024.pdf. Delay Repay does not come under public liability insurance and
there aren't any public liability insurance documents which relate to your
complaint or any insurance documents we are able to provide you. It is confirmed online, in our Passenger's Charter and the NRCOT that claims requests can be completed online or by
post. We acknowledge and understand our obligations under the Consumer
Rights Act (CRA), and in particular the service provider obligations which
came into effect across the rail industry on 1 October 2016. The CRA requires that, should you wish to pursue a CRA claim, it
will be for you to prove a failure of reasonable care and skill by GTR before the Courts. Your claim
was declined as you provided a response on 3 March 2025 where you were not
able to provide details of the journey you had taken. You advised the below
and as a result, we were unable to verify a delay to your journey. 'Unfortunately, as we are both unfamiliar with the local area “Being from North London,” we cannot 100%
confirm the exact train station or service details beyond this point, without
contacting yourselves!' As advised previously, we are not responsible for the
information provided by other companies. o date I have not been able to
complete any review of the information that was available to you when you had
visited the retailers website, nor have I been able
to review any confirmation emails, booking confirmation, receipts or letters
you may have received as part of your rail ticket purchase. We do not accept
any liability for interaction you have had with a retailer. I understand that you are seeking legal costs which you have
listed as £10,244.28 in an email sent on 12 March 2025 and have stated this
now stands at £12,341.08. If you have sought legal advice and been charged
£12,341.08 to date, I would recommend speaking to your solicitors about your
options. We are not in a position to pay legal fees for customers who have
hired a solicitor and incurred fees. This isn't an expense we are able to
pay. In relation to your journey, by 14 March 2025 you were able to
provide additional information about your journey between Gatwick Airport and
East Grinstead. in which you advised the below. 'This coach service took approximately 45 minutes to reach East
Grinstead, where I then boarded the replacement train to continue my journey
to London Bridge.' Although your claim was received outside of 28 days, as you have
advised of a delay to your journey travelling by coach, I will arrange to
reimburse the £11.90 rail tickets for our journey to London Bridge as a
gesture of goodwill. I will arrange the £23.80 in rail tickets and the £51.50
taxi journey as a gesture of goodwill. Although your rail ticket was only to London Bridge and the
remaining part of your journey was outside the route your rail ticket was
valid for I will also arrange the £3.50 bus fares
and additional £13 in taxi as a gesture of goodwill. The total amount we are offering is £91.80. The information on
replacement bus services was included in journey planners prior to your
journey. Any concerns about how this was communicated to you will need to be
raised with the retailer you purchased the tickets from. We do not accept
liability involving a transaction made with a different company. We are unable to offer any compensation towards a dinner bill,
lost downtime or stress related compensation
calculated at £50 per day from 1 March 2025. We encourage customers to raise
enquiries or complaints with us and we provided a response declining your
compensation request within reasonable timescales including your final
response. You have raised further queries and we
aren't able to arrange the stress related compensation you requested. As a deadlock has been issued already, you are able to raise a
case with the rail ombudsman. Any legal documents can be sent to the address
below. The Legal Department Govia Thameslink Railway Limited 3rd Floor, 41-51 Grey Street Newcastle Upon Tyne NE1 6EE I can arrange to provide the £91.80 in the form of cashable rail
travel vouchers, to a PayPal account or by BACS. Please let me know your
preferred option. Kind Regards, Ahmed Jama Customer Relations Advisor Govia Thameslink Railway (GTR) Email:ahmed.jama@gtrailway.com
Govia Thameslink Railway Limited Registered in England and Wales No. 07934306. Registered office: 3rd Floor, 41-51 Grey Street, Newcastle upon
Tyne, NE1 6EE This email is sent subject to our email disclaimer which can be
accessed here |
|
35. 35th-Received |
|
Re:
Subject: Formal Complaint and Request for Immediate Resolution of
Compensation Claim From:
Rewired (re_wired@ymail.com) To: ahmed.jama@gtrailway.com Date: Thursday
10 April 2025 at 19:22 BST Dear Ahmed Jama, Firstly, thank you for responding to my emails and acknowledging
the complexity of my claim. I am committed to resolving this matter in a fair
and transparent manner, but several key issues remain unaddressed that
require your urgent attention. Premature Deadlock
Notification: The deadlock letter issued on 13 March 2025 appears to have
been sent prematurely, without properly addressing the detailed explanations
and evidence I provided. This move signifies an unwillingness to engage with
my claim thoroughly and indicates a pattern of delaying tactics, such as
referring me to the Ombudsman, rather than resolving matters in circumstances
where payment is clearly due. Issuing a premature deadlock notification
demonstrates a disregard for Thameslink's obligation to fully address
disputes and ensure that all reasonable avenues for resolution have been
explored internally before escalation. This tactic not only delays justice
but also contravenes the expectation of fairness required under the “Consumer
Rights Act 2015.” A premature
deadlock notification undermines my right to a thorough investigation and
disregards the legal obligation to exhaust internal dispute mechanisms before
escalation. Delaying Tactics
and Role-Playing: Throughout this process, both you and Izaak have engaged in
tactics aimed at disheartening me from proceeding with my claim: Izaak’s email on 18
February 2025, rejecting my
claim, relied on procedural technicalities and excuses, such as the timing of
the submission and planned engineering works, rather than acknowledging the
exceptional circumstances surrounding my claim. Subsequently, you
attempted to adopt a "Good Cop" stance, expressing
willingness to review costs while simultaneously breaking down Izaak’s points
and questioning the validity of my claim on points that you know I had
substantiated, while truly being the "Bad Cop" as well! This coordinated approach to prevent rightful compensation
reflects poorly on Thameslink’s commitment to fairness and transparency. The suggestion
to escalate my case to the Ombudsman and without first resolving simpler
issues like reimbursement all further reinforces this perspective. These
tactics reflect poorly on Thameslink’s proclaimed commitment to fairness,
transparency, and customer satisfaction. Such coordinated efforts to obstruct
rightful compensation severely undermine trust in your organisation’s
handling of consumer claims. Unfair Examination
and Obstructive Questioning: The questioning of my claim reached an unjust level when the
focus shifted to legal intricacies and ambiguous points that require
knowledge of specific laws, a standard unreasonable to expect from
passengers. For example: The insistence on
verifying the exact route and station for delays, despite Izaak’s prior
acknowledgment that the “12:00 PM Southern Rail Train From Gatwick
Airport To London Bridge Did Not
Operate,” illustrates a deliberate attempt to undermine the
credibility of my claim. Questions about journey
details that have already been clarified multiple times (e.g., coach service to East Grinstead,
followed by the train delay) only
add unnecessary complications to an otherwise straightforward case. Failure to
Acknowledge Exceptional Circumstances: As reiterated in previous communications, my submission delay
was due to “Exceptional Circumstances,” including: 1. Family Medical Emergency: The
life-threatening condition of my mother took precedence over other matters at
the time. 2. Technical Issues: Submission
difficulties on your outdated website necessitated an email claim instead. 3. Additional Personal Constraints: Concurrently managing multiple claims and dealing with
unforeseen circumstances, such as redecorating my flat, further delayed my
submission. Instead of considering these factors, Thameslink has repeatedly
focused on procedural technicalities, disregarding the spirit of fairness
enshrined in UK consumer laws and regulations. Failure to Provide
Responses Despite Assurances: Ahmed stated, “I can assure you I have not ignored emails.” While
this may be technically accurate in the sense that Ahmed opened and read the
emails, the lack of timely and meaningful responses equates to ignoring my
concerns in practice. In truth, Ahmed repeatedly failed to address or reply
adequately to my emails, leaving me to follow up unnecessarily and prolonging
the resolution of my claim. This reflects a disregard for professional
communication standards and transparency in customer relations. While you may
not have ignored emails technically, the consistent delays and lack of
meaningful engagement have resulted in a practical disregard for professional
transparency. Failure to Provide
Clear Notification of Absence: Ahmed stated, “I was on annual leave for just over a week in the middle of March in which you would have received an out-of-office
confirmation email.” However, “No Such Confirmation Email Was Received”
during this time. This omission left me unaware of Ahmed’s absence, forcing
me to initiate repeated follow-ups in an effort to move the claim forward. Timeline of Events: a)
March Communication: In March, I sent my 10th email requesting reimbursement for
legal fees. Ahmed acknowledged receipt of this email but failed to take any
further action to address my claim. b)
Friday Follow-Up: On Friday, I sent a follow-up email at 10:45 AM, requesting an
update. After no reply by lunchtime, I sent another
email emphasising the urgency of the matter. Ahmed's delayed response at 5:17 PM provided
minimal clarity and no progress. c)
Lack of Courtesy Communication: During this period, Ahmed failed to send a courtesy email
informing me of his absence or holiday leave. The absence of such
communication added frustration and necessitated further follow-ups to
maintain progress. d)
Further Attempts to
Resolve: After Ahmed’s delayed
response at 5:17 PM, I continued to
send emails seeking clarification on unresolved points. These emails were met
with further delays or inadequate responses, compounding the frustration
caused by the lack of transparency. Observations and
Implications: Contradictions in
Conduct: Ahmed’s claim of having
sent out-of-office notifications contradicts my experience, where no such
email was received. This lack of transparency reflects poorly on Thameslink’s
commitment to professional and timely customer service. Company Handling: Thameslink’s
overall approach continues to exhibit a pattern of inconsistent communication
and delays that disregard their accountability and my rights as a consumer.
The absence of courtesy emails and prompt replies further demonstrates poor
service standards. Failure to Disclose
Insurance Policies and Transparency Issues Under CPR Rule 31 Ahmed stated, “Insurance documents aren't held under your personal records and therefore could not be
supplied through a SAR request.” While this explanation might
technically align with SAR guidelines, it overlooks my broader request for
Thameslink's corporate insurance and liability policies and documents that
are not tied to individual records but pertain to company-wide operations.
The dismissal of this request fails to address my clear intent and represents
a lack of transparency. Furthermore, despite repeated requests for Thameslink's
compensation and insurance policies, your team has consistently avoided
disclosing these documents. This lack of transparency undermines my ability
to properly oversee case procedures and demonstrates neglect in handling my
claim fairly. “Part 31 of the Civil Procedure Rules (CPR)” entitles me to access all documents directly relevant to
my case, including these policies. Refusal to provide them violates the
principles of fairness outlined in the “Compensation Claims Management Services Regulations 2006” and further delays resolution. Access to these
documents is not only a legal entitlement under “CPR Rule 31” but also a
critical step in ensuring that my claim is evaluated transparently and
fairly. Legal and Procedural Fairness: Addressing Thameslink's Neglect and Transparency Obligations Ahmed stated, “We acknowledge
and understand our obligations under the Consumer Rights Act (CRA), and in particular the
service provider obligations which came into
effect across the rail industry on 1
October 2016.” While Thameslink recognises its responsibilities under
this law, it is imperative to emphasise that my claim is equally supported by
the “Civil
Procedure Rules (CPR),” introduced in 2014, which clearly outline
the litigant's rights to recover costs such as legal fees. By unfairly refusing to reimburse the litigant fee, Thameslink
has demonstrated a disregard for the equitable treatment of laws. Just as the
“CRA
of 2016” is respected, the “CPR of 2014” must also be upheld with
the same diligence and fairness. Additionally, the avoidance of transparency
in disclosing corporate insurance policies further compounds this neglect,
obstructing my ability to oversee case procedures and undermining my rights to
pursue proper compensation. The principles of fairness require Thameslink to
honor both sets of laws equally and provide the requested documents under “Part 31
of CPR.” Failure to do so not only violates established legal
standards but also contravenes the expectations of transparency and
accountability enshrined in the “Compensation Claims Management
Services Regulations 2006.” Thameslink's
Avoidance of Liability: Failure to Review and Address
Ticket Purchase Evidence Ahmed stated, “We do not accept any liability for interaction you have had with a retailer.” While
Thameslink may claim that any issues arising from OMIO are outside their
responsibility, this fails to address the fundamental obligations that
Thameslink holds under the “Consumer Rights
Act 2015.” As the service provider, Thameslink must ensure that
services are delivered with reasonable care and skill, which extends to
ensuring that customers can rely on third-party retailers acting on
Thameslink’s behalf. Thameslink cannot deflect liability when the ticket purchase, a
direct part of the service provided, resulted in disruptions due to errors or
misleading information linked to OMIO. The “Consumer Rights Act 2015” makes it clear that the responsibility
ultimately lies with the company providing the service and not the
intermediary or third-party retailer. As a passenger, I reasonably expected
Thameslink to uphold this standard and protect me from issues stemming from
OMIO, especially when these issues directly impact my travel experience. Furthermore, failing to review crucial evidence, such as
confirmation emails or booking receipts, undermines their obligations to
handle the claim transparently and fairly. By avoiding liability in this
instance, Thameslink has failed to meet their legal obligations under the “Consumer
Rights Act 2015,” leaving me with
unresolved disruptions and financial losses. Unfair Refusal to
Cover Legal Fees and Thameslink’s
Accountability Ahmed stated, “We are not in a position to pay legal fees for
customers who have hired a solicitor and incurred fees. This isn't an expense
we are able to pay.” While
Thameslink claims they cannot reimburse legal fees, this stance unfairly
disregards established legal frameworks. Under “Civil Procedure Rules (CPR) 2014,”
litigants-in-person are entitled to recover reasonable costs incurred in
pursuing a claim, including legal fees where necessary. Thameslink’s failure to resolve my claim promptly left me no
choice but to act as a litigant-in-person and seek legal assistance to ensure
compliance with consumer rights laws, specifically the “Consumer Rights Act 2015.” These legal expenses were not optional; they
were a direct result of Thameslink’s inability to address my claim fairly and
transparently. Refusing to reimburse these costs further demonstrates a lack
of accountability and neglect toward the principles of fairness and
transparency enshrined in consumer law. This refusal to acknowledge and respect the legal rights of
consumers under CPR 2014 and the “Compensation Claims Management Services Regulations 2006” only compounds the frustration caused by
Thameslink’s handling of this matter. It is imperative that Thameslink
upholds its obligations to customers and addresses this issue in a manner
consistent with both fairness and legal standards. The repeated and unreasonable questioning of my claim has only
added unnecessary stress and frustration, further compounding the emotional
and financial toll caused by Thameslink's failure to deliver its services
with reasonable care and skill. Failure to Address
Core Issues: Misrepresentation, Prolonged Delays,
and Lack of Transparency Ahmed's Offer and Its Limitations: While I acknowledge the compensation offered for travel
expenses totaling £91.80, the reasoning provided by Ahmed fails to address the
core issue. The compensation only accounts for delays due to coach travel but
neglects the fact that I was sold a train ticket for a service that was “Non-Existent.”
This omission further highlights the lack of transparency and fairness in
addressing my claim. Misrepresentation of Itinerary Details: Ahmed stated, “The information about bus replacements was fully updated when you had purchased your ticket.”
However, this claim is inaccurate. The receipt provided showed the “Train
Times And Services” yet omitted the critical details about replacing
buses for the 12pm service from Gatwick to East Grinstead. Furthermore, the
ticket sold included a train service (12:32pm from East Grinstead) that was
never running on the day, causing additional delays. This error in the
itinerary highlights a failure to provide accurate and comprehensive
information at the point of sale. Failure to Resolve Issues with OMIO: Ahmed's claim that liability rests solely with OMIO disregards
Thameslink's responsibility under the “Consumer Rights
Act 2015” to ensure reasonable care and skill in services provided,
including accurate representation of travel itineraries. As the primary
operator, Thameslink cannot absolve itself of responsibility for errors made
by the retailer when these errors directly impact the passenger experience. Prolonged Delays in Addressing My Claim: Ahmed's reliance on company-specific information and intel to
understand the discrepancies in my itinerary further suggests an awareness of
the errors but a failure to resolve them promptly or transparently. This
prolonged process has compounded my inconvenience and financial losses. These actions reflect a clear failure to uphold your legal
obligations under the “Consumer Rights
Act 2015,” which guarantees passengers reasonable care and
transparency in all aspects of service delivery. Unjust Refusal to Compensate for Stress and
Associated Losses Ahmed stated, “We are unable to offer any compensation towards a dinner bill, lost downtime or stress-related compensation
calculated at £50 per day from 1 March
2025.” While Thameslink may claim
they are unable to provide stress-related compensation, this stance
disregards the broader obligations under the “Consumer Rights Act 2015” and the principles of fairness and
accountability. The delays and disruptions caused by Thameslink’s service
failures have resulted in significant emotional distress, financial losses,
and lost productivity. Under the “Consumer Rights Act 2015,” services must be provided with reasonable
care and skill. When this standard is not met, consumers are entitled to
remedies, including compensation for consequential losses. Stress-related
compensation is a direct consequence of the inconvenience and disruption
caused by Thameslink’s failure to deliver services as promised. Furthermore, Ahmed’s statement, “We encourage customers to raise enquiries or
complaints with us and we provided a response declining your compensation request within reasonable timescales including your final response,” fails to acknowledge the prolonged and
inadequate handling of my claim. The lack of transparency and accountability
in addressing my concerns has only exacerbated the stress and inconvenience
caused. Finally, Ahmed’s assertion, “You have raised further queries, and
we aren't able to arrange the
stress-related compensation you requested,”
demonstrates a refusal to consider the full extent of the impact caused by
Thameslink’s service failures. This refusal is inconsistent with the
principles of fairness and transparency outlined in the “Compensation
Claims Management Services Regulations 2006.” Given the evidence provided and the legal frameworks in place, I
request that Thameslink reconsider their position and provide appropriate
compensation for the stress and associated losses incurred as a result of
their service failures. Securing Offered Compensation and Addressing Outstanding
Legal Fees I appreciate the goodwill gesture of £91.80 offered to reimburse
travel expenses caused by delays. While I accept this amount “Without
Prejudice,” I must emphasise that
it does not address the full scope of my claim, particularly legal fees and
other consequential expenses incurred as a result of Thameslink’s service
failures. Under the “Civil Procedure Rules (CPR) 2014,”
litigants-in-person are entitled to recover reasonable costs and expenses
directly related to pursuing a claim. The legal fees incurred were a
necessary consequence of Thameslink’s inability to resolve my claim promptly
and fairly. Therefore, I request an additional reimbursement to cover these
expenses, which amount to £12,249.28
as detailed in the invoices provided. It is crucial to highlight that the compensation offered
reflects a partial acknowledgment of Thameslink’s legal obligations under the
“Consumer
Rights Act 2015.” I request
written confirmation that the offered compensation of £91.80 will be processed promptly while further discussions on
the reimbursement of legal fees and other associated costs remain ongoing. By addressing these issues comprehensively, Thameslink can
demonstrate its commitment to fairness, accountability, and compliance with
legal standards. Conclusion and
Resolution: I request that Thameslink promptly reverse the deadlock
notification, reimburse all costs detailed in my invoices, and provide the
requested stress-related compensation to ensure compliance with “UK
Consumer Law.” Failure to address these issues adequately will result
in escalation through legal channels, including filing an “N1 Claim
Form” with the courts to recover my complete costs and losses. I look forward to your prompt response. Kind regards, Simon Paul Cordell Name: Simon Paul Cordell Address: 109 Burncroft
Avenue, Enfield, London, EN3 7JQ Email: Re_wired@ymail.com Tel: +447864217519 |
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Re:
Subject: Formal Complaint and Request for Immediate Resolution of
Compensation Claim From: Ahmed
Jama (ahmed.jama@gtrailway.com) To:re_wired@ymail.com Date: Friday
11 April 2025 at 09:27 BST Dear Simon Thank you for your email, if you are unhappy with any part of
how your complaint was handled you can raise this with the Rail Ombudsman.
This includes any complaint about a deadlock being issued prematurely, the
length of time taken to resolve your complaint, unfair questioning or any
other part of the complaint handling you are unhappy about. I am sorry that you did not receive an out-of-the-office email,
if this caused any additional inconvenience, I will arrange an additional £20
in compensation offering a total of £111.80. In order for me to arrange this,
can you please confirm the method of payment you would prefer In relation to your query about legal costs or queries, please
send documents to the address provided in the email sent on 8 April 2025. Kind Regards, Ahmed Jama Customer Relations Advisor Govia Thameslink Railway (GTR) Email:ahmed.jama@gtrailway.com
Govia Thameslink Railway Limited Registered in England and Wales No. 07934306. Registered office: 3rd Floor, 41-51 Grey Street, Newcastle upon
Tyne, NE1 6EE This email is sent subject to our email disclaimer which can be
accessed here |
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