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Forfatter: Erik Ribsskog

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    From: eribsskog@gmail.com Erik Ribsskog
    To: bureau@liverpoolcab.org
    Date: Sat, 27 Oct 2007 05:08:46 +0000
    Subject: The Chair, Liverpool Central CAB.

    Hi,

    I’ve been adviced that I could contact The Chair, Liverpool Centrat CAB, on
    this e-mail
    address, if I wasn’t satisfied with the response on the complaint, that I
    sent Complaint &
    Policy Officer Saffron Follows, on 23/5.

    I’m sorry that it has taken some time for me to send this complaint, but
    I’ve been some
    problems with that the e-mail address, which is to be found on the Dale Str.
    CAB’s
    webisite (http://www.liverpoolcab.org/), is wrong.

    It says that the email-address to your office, is
    bureau@liverpoolcab.f9.co.uk, but if one
    tries to send an e-mail to that e-mail address, then one only gets an e-mail
    in return,
    telling that it is an invalid e-mail address, or something similar.

    But when I contacted your representative, Mr. Khan again, I got to know,
    that the right
    e-mail address, is in fact bureau@liverpoolcab.org.

    So this delayed this e-mail a bit, and also, the CAB’s dealing with my
    complaint, took
    around two or three months longer than scheduled, so I hope it’s alright, if
    I’ve also
    used some weeks on getting to find out how to do regarding this complaint.

    I’ve been asking for advice, on how to deal with this, so that’s why it has
    taken a bit
    longer than it would have done otherwise, but I appologise for this, and
    hope that
    this is alright.

    The way I’ve written this complaint, is that I have written inbetween the
    CAB-representative,
    Mr. Khans answers to my original complaint.

    It’s a bit down in this e-mail, and I’ve marked the new complaints, like
    this: ‘*New complaint:’*.

    I hope that it’s alright that I’ve written the complaint like this.

    And I also think, like I’ve written a bit down in the document, that these
    lies and suspected
    ‘set ups’, are very serious, so due to this, I expect that these things are
    dealt with in a
    professional matter, and I will, like I write in one of the new complaints,
    bring these serious
    issues up with the police, in an already scheduled meeting, at the beginning
    of next month,
    with The Merseyside Police.

    So hope that this is investigated in a thorough and professional manner,
    since I think these
    are very serious issues, that I think should be dealt with responsible.

    So I’m a bit expecting to receiving the results of your investigation,
    explaining what you intend
    to do regarding these issues.

    I hope that this is alright!

    Yours sincerely,

    Erik Ribsskog

    On 10/22/07, Kristian Khan wrote:

    > Mr Ribsskog
    >
    > Please acept my apologies for the dealy in replying to you – I have been
    > out of the office for 2 weeks.
    >
    > Should you wish to contact the Chair then you would need to send you email
    > to: bureau@liverpoolcab.org
    >
    > Regards
    >
    > KRISTIAN KHAN
    > GENERAL UNIT COORDINATOR
    >
    > ——————————
    > *From:* Erik Ribsskog [mailto:eribsskog@gmail.com]
    > *Sent:* 08 October 2007 01:01
    > *To:* Kristian Khan
    > *Subject:* Re:
    >
    >
    > Hi,
    >
    > I tryed to send your organisation an e-mail, to the e-mail address, that
    > is on your website (http://www.liverpoolcab.org/),
    > but the e-mail wasn’t working, that’s why I’m sending e-mail.
    >
    > I was just wondering, to which e-mail address, I should send to, if I
    > wanted to contact the Chair, Liverpool Central CAB.
    >
    > Thanks in advance for the reply!
    >
    > Yours sincerely,
    >
    > Erik Ribsskog
    >
    >
    >
    >
    > On 9/6/07, Kristian Khan wrote:
    > >
    > > Dear Mr Ribsskog.
    > >
    > > I am contacting you with regard to the complaint that you submitted to
    > > Saffron Follows, Citizens Advice complaints and policy officer, on 23rd
    > > May 2007. I have now been able to undertake an investigation into the
    > > issues that you raised and my finding are detailed below.
    > >
    > >
    > >
    > > I understand that you attended the Bureau on 27th February 2007 and saw
    > > our Duty Solicitor Eleanor Pool on a free first interview basis about a
    > > harassment at work issue. Ms Pool completed a B ureau Legal Information
    > > Service sheet in which she advised you that you possibly may have a
    > > claim for harassment but there was insufficient time to obtain full details
    > > and you would benefit from speaking to someone who could advise on
    > > criminal aspect as well. Ms Pool took the case back to her firm,
    > > Morecrofts. You state that on 28th February you received a letter from
    > > Eleanor Pool informing you that they could take on the case at a cost
    > > of £140 per hour. I take the the view that any action taken by a
    > > solicitor after we have facilitated a free first 1/2 hour interview is
    > > not our concern – these concerns would need to be addressed to the solicitor
    > > directly and therefore I do not concede that the Bureau is responsible for
    > > this
    > >
    > >
    > >
    > > On 5th April 2007 you had an appointment to see an Employment Duty
    > > Solicitor from EAD at 1.30pm. EAD rang shortly before your appointment
    > > to say that unfortunately no one from the firm was available to attend. As
    > > this phonecall was received very close to 1.30pm you arrived minutes
    > > later. (From my recollection the preceding client/s had failed to attend
    > > anyway).
    > >
    > >
    > >
    > > As is common practice I apologized to you explaining that it was not our
    > > fault and provided you with the phone number of EAD so that you could
    > > contact them yourself to arrange an appointment with them to replace the
    > > cancelled on of 5th April 2007.
    > >
    > >
    > >
    > > You state in your complaint that you rang EAD and spoke to Michael
    > > Reiner who took details of the case and advised you that you wereoutside of
    > > the 3-month time limit to commence employment tribunal proceedings and
    > > that only in very limited circumstances could this time limit be extended.
    > > You further state that you enquired about Legal Aid over the phone but
    > > Mr Reiner advised that he could not provide advice on this over the phone.
    > >
    > >
    > >
    > > As far as I am concerned you did received a free initial interview from
    > > EAD, ableit in telephone form, so as such I do not feel that the Bureau
    > > was at fault.
    > >
    > >
    > >
    > > ————————————————————————————————————————————————————————————————–
    > >
    > >
    > >
    > >
    > > Below I have taken each of the individual points that you made *(in
    > > bold)* and offered my response to each. I have copied and pasted the
    > > complainant’s points from the actual email complaint made by you.
    > >
    > >
    > >
    > >
    > >
    > > *1. I think the CAB should have set up a new meeting between the duty*
    > >
    > > *solicitor and myself, when the duty solicitor canceled the scheduled*
    > >
    > > *meeting there on 05/04/07.*
    > >
    > > **
    > >
    > > I did not set up a new meeting because the next employment duty
    > > solicitor slot was not until 24th April and that was fully booked.
    > > Therefore the next appt. would have been at some point in May and I was
    > > reluctant to leave things this long as I was aware (without knowing the
    > > details of the case) that time limits may have been evident. Furthermore,
    > > when Duty Sols. cancel they invariable see/speak to those clients at our
    > > request who were booked either on the same day or shortly after.
    > >
    >

    *New complaint*: I think that the CAB-representative, regardless of the when
    the next employment duty solicitor slot was, should have offered to set up a
    new meeting, when the dury solicitor canceled.

    >
    > >
    > > *2. I think they should have informed me about the name of the duty *
    > >
    > > *solicitor that canceled the meeting. They didnt do this even if I asked
    > > *
    > >
    > > *them about this twice.*
    > >
    > >
    > >
    > > We did not know the name; indeed we do not habitually know the names –
    > > the firms send different people and it was the firm who rang to cancel
    > > saying that no one from the firm was available to attend.
    > >
    > >
    > >
    > *New complaint:* If the CAB didn’t know the name of the duty solicitor,
    then I don’t think the CAB should have adviced me to contact the EAD
    law-firm.

    I think they at least should have given me a contact-name or a
    reference-number then, I don’t think it was a professional way to sort this,
    by just giving me the phonenumber (or rather fax-number first), and ask me
    to call the company, without giving me any form of contact person name or
    reference-number.

    > *3. I dont think the CAB should have adivised me to contact the duty*
    > >
    > > *solicitors firm EAD on the phone on 5/4, since one needs to go through*
    > >
    > > *the documents of the case in detail, to see if one are eligable for
    > > legal*
    > >
    > > *aid. Which was what the scheduled meeting was supposed to be about.*
    > >
    > >
    > >
    > > Please see response to Question 1 – furthermore we do not take
    > > responsibility for advising clients on their legal aid entitlements at the
    > > Reception desk at the time of booking a Duty Solicitor appt – this is why
    > > people are referred to the solicitor if they require specialist advice .
    > >
    > > **
    > >
    >

    *New complaint:*

    Well, I think it should have been obvious that when one are unemployed (like
    I was at the time), then one shouldn’t be set up to meet with a duty
    solicitor who don’t accept founding from the ‘legal aid programme’, without
    the issue of the costs of the advice should have been brought up.

    I was sent to the CAB by the Police, and told to ask to see a solicitor
    regarding an employement-case (like the Police were calling it).

    And then I think that I shouldn’t have been set up to meet with a solicitor
    who didn’t accept founding from the legal aid program, unless this had been
    agreed on between me and the CAB, before the meeting.

    I don’t see any sense, in setting up a meeting (to discuss an empoyement
    case, like the Police said it was), between a person who is unemployed and
    out of founds, with a law-company who are only accepting founding from
    private founds, and not from the legal aid programme.

    I think that to set up a meeting like that, is a bit waste of time, and I
    think it would have been much better to set up a meeting with a company who
    was accepting founding from the legal aid programme.

    I think this is really just common sense, and I can’t see it differently,
    than that I think that the CAB, if they wanted to to their work-tasks, in a
    meaningful way, should brought up, and made clear, about the issues
    surrounding the founding, and the legal aid programme, before the meeting
    with the duty solicitor was set up.

    > *4. I dont think the CAB, like they for the meeting on 5/4, should set
    > > *
    > >
    > > *me up for a meeting with a Solicitors firms (EAD), that aren’t based *
    > >
    > > *in Liverpool. The Solicitor-firms that they set up to do task of Duty
    > > Solicitor *
    > >
    > > *representaton, should be based in Liverpool, for practical reasons, *
    > >
    > > *if someone wants to go to the Solicitors office to speak with *
    > >
    > > *someone there etc.*
    > >
    > > **
    > >
    > > EAD are based in Liverpool. Their address is: Prospect House, Columbus
    > > Quay, Riverside Drive, Liverpool, L3 4DB.
    > >
    >
    *New complaint: *(Even if I think this point, must mostly be said to be my
    fault).

    Yes, I saw that later when I sent the Law Society resolution form by e-mail
    to the EAD law-firm.

    It was my mistake, since they hadn’t got any offices in the centre of
    city, they only had offices in the outskirts, so to speak,
    so I wasn’t aware of that there was a place in Liverpool called Colombus
    Quay, like the EAD answered, when I asked them
    if they were situated in Liverpool, because their number wasn’t to be found
    in the ‘Mersey 2005/06 Yellow Pages’.

    So when I asked the EAD-company, on the phone, if they were situated in
    Liverpool, they (the receptionist, Stephanie, it says
    on my note).

    They only answered that they were situated in the Colombus Quay area. But
    they didn’t answer directly, yes or no, to my
    question, regarding if they were based in Liverpool.

    So it was a misunderstanding between the EAD and me.

    But maybe I should have been set up to meet a company from the centre of the
    city then, but that’s a bit to much to ask,
    because I’m not really sure how many law-firms there are in the city centre
    of Liverpool, who are dealing with cases like
    this, and who are participating in the duty solicitor programme.

    So if there arn’t that easy to find centraly placed law-companies, then I
    understand that I was set up to meet with a company
    that are a bit outside of the L2 area of Liverpool, in which both the Dale
    St. CAB’s address, and my own address is situated in.

    So I think, must be said to be my mistake, and not the CAB’s, if the
    situation is like it’s described above, with the addresses for the
    law-firms.

    >
    > >
    > >
    > >
    > > *5. I dont think the CAB should have given me the wrong number*
    > >
    > > *to the EAD solicitiors firm. *
    > >
    > >
    > >
    > > Upheld – I accidentally gave you the fax number (708-0606) and for this I
    > > apologize.
    > >
    >

    *New Complaint:*

    I understand that’s things like this can happen, that one maybe give the
    wrong phone-number sometimes.

    But, together with the other points in the complaint, it contributed, to
    giving an unprofessional
    impression of the CAB.

    So, if it had only been the problem with the phone-number, then I wouldn’t
    have been making any fuzz/
    complaints, but like it was on the meeting this day, it was several things
    that could seem to be
    unprofessional/peculiar.

    It was the issue with the lights being turned off, I had to press twice
    before someone would let me in,
    the duty solictor had canceled the meeting, I wasn’t offered a new duty
    solicitors meeting, I wasn’t given
    the name of the duty solicitor or a contact-person, by the CAB this day, but
    was only told to call
    the EAD company, without being given any contact-person name, or other
    spesific reference to say to
    the receptionist answering my phone-call.

    So, all in all, I thought it was very unprofessional meeting.

    With the lights off, and giving the wrong phone-number, and the other
    things, I though the general impression
    of the CAB from the meeting, was so poor, that I thought it was a below the
    standard, I think one should
    be able to expect from a respectable organisation like the CAB.

    (I also remember that I thought the fax number for the company was a bit
    strange, I work with company research
    and I thought it was a bit strange, that the phone number to EAD was 0151
    735 1000, (ending on 1000), while
    the fax-number was 0151 708 0606, (ending on 0606). I didn’t see any
    logic/system in the numbering of the
    phone/fax-numbers, but this might be that I’m a bit caught up in my work.

    And of course I know that this has nothing to do with the CAB, I just
    thought I’d write it down, while I was
    writing, so to speak.

    Because I think that the fax-number was maybe a bit odd.

    And if the phone/fax-numbers are a bit odd, like it doesn’t look like
    a phone-number for a big law-company,
    since companies phone-numbers, oftern end on like 1000, and other
    even numbers, so to me it really
    looks a bit strange, that the CAB-representative, didn’t notive that it was
    an uneven number he was
    reading to me, because I would imagine that most law-firms phone numbers are
    even, or at least not
    as odd as I think the EAD fax-number, could be said to be.

    So I think this makes it a bit more strange that the CAB representative gave
    me wrong phone-number that day.

    But this could also be me being a bit caught up in my work.

    It isn’t easy for me to know how often the CAB represenatives are
    calling/reading the law-firm phone-numbers.

    But the representative didn’t seem stressed at all, so one
    could maybe suspect that there was something wrong
    at the CAB since there were so many errors and strange incidents, especially
    with having the lights turned on,
    I thing was really strange, for an organisation that are recieving members
    of the public, like the CAB is.)

    *6. I think the CAB should have the lights on in the parts of their
    > > offices*
    > >
    > > *where members of the public are recieved, and in their other public*
    > >
    > > *areas, during their opening hours. This to insure that contacts
    > > between representatives from the CAB and *
    > >
    > > *members of the public are kept in an atmosphare that one would expect *
    > >
    > > *from a public place. (And not in an atmosphare that one would think*
    > >
    > > *belonged more to a privat place/situation.) I think they should have
    > > the lights on during the opening hours, and that*
    > >
    > > *they should not arrange meetings with members of the public to be held
    > > *
    > >
    > > *with the lights off. (Like they did when I went there for the Duty
    > > Solicitors meeting, and ended *
    > >
    > > *up first sitting waiting for several minutes in the dark, and then
    > > speaking with *
    > >
    > > *the CAB representative for several minutes in the dark, on 5/4).*
    > >
    > >
    > >
    > > The lights were *partially* switched off as we were closed for lunch. I
    > > switched them on again when I began speaking to you and I admit that
    > > they perhaps should have been left on fully in order to create a
    > > professional atmosphere.
    > >
    >

    *New complaint:*

    The representative says that the lights were partially switched off.

    But when I was ‘buzzed’ inside, after ringing the button by the CAB
    entrance-door twice, I grabbed a folder on the
    reception-desk, which was unpopulated.

    There also was a young girl, like eleven or twelve years old maybe, sitting
    in the stair-case, alone, for no appearent
    reason, right outside the the hall where the CAB enterance-door is.

    So this also added to the surreal experience of the meeting at the CAB, that
    day, since the State House, is an office-
    building I thought.

    And then the lights were off at the CAB.

    And there were no people present there.

    I buzzed in by a man, who I don’t think presented himself, and it must have
    been from an office at CAB then, I reackon.

    Because there no people at all there, no members of the puplic, and no
    representatives from the CAB.

    And it was dark.

    I grabbed a folder (‘A Merseyside Empolyement Law’-folder), from a
    folder-display on the reception-desk.

    I sat down in the chairs around the TV-set. In the waiting area. (I don’t
    think the TV was on).

    Then I tried to read the folder, but it was to dark, it was like twilight so
    to speak, so it was to exhausting
    for the eyes to focus enough to read the folder, so I just had to give it
    up, and wait for someone to appear.

    And then the CAB representative appeared, maybe after five minutes, or
    something like that.

    And then he started appologising, since he hadn’t called me to inform about
    the cancelation of the meeting.

    And then we were discussing why the meeting was canceled, what he would
    advice me to do, that was
    to call the EAD company the same day.

    And I think that this could have been why I was given the wrong
    telephone-number perhaps, because I
    don’t think the representative turned on the lights before reading the
    phone-number.

    Because I remember, that it wasn’t untill the meeting was almost finished,
    that the representative,
    went to get me another folder from the folder-display at the reception-desk.

    But I declined, since I had already grabbed the folder on my way in.

    And the representative turned on the lights, which were on the way to the
    folder-display.

    It seemed a bit sureal and peculiar, to have the meeting in the dark.

    I think the representative should have turned the lights on before the
    meeting.

    In fact, I think the CAB, should have turned the lights on, before leting me
    in to their reception
    area.

    I’ve been working myself, as a food store manager, and other positions, in
    one of Norways
    biggest food-store chain, and also a few years in other food stores before
    that.

    So I’ve been working for close to fifteen years as a the food-store
    business, and it would never
    had crossed my mind, to not turn on the lights in the shop, before leting
    the customers in.

    If I had let the customers walk aroung in the shop with the trolleys,
    started to scan the goods
    in the check out, and then, right before I was going to tell them how much
    the customer had
    to pay, then I would get up from the check-out, and to the entrance of the
    shop, and then
    turn on the light.

    If I had done something like that as a food-shop manager, I don’t think I
    would kept my job
    for a very long time, and it would have seemed totally out of line, and very
    unprofessional,
    or I think I would even have to say extremely unproffesional.

    It’s just one of those things one don’t do.

    So for a thing like this to happen, like it did that day at the CAB, I would
    have to say, that
    something must have been wrong.

    And now, when I’m writing this, I’m beginning to think, that the reason,
    that the representative,
    read me the fax-number, and not the phone-number to the EAD-company, must
    have been,
    that the lights were still turned off, causing that it was to dark to be
    possible to read clearly,
    resulting in the representative reading me the wrong phone-number.

    And also remeber it clearly, that the representative, didn’t turn on the
    lights at the beginning
    of the meeting, like the representative claims in the e-mail I’m answering
    to now, but the
    representative turned the lights on, at the end of the meeting, as I remeber
    it, and also like
    I wrote in the explanation-file, that I sent with as an enclosure together
    with the orginal
    complaint to Complaint & Policy Officer Saffron Follows on 23/5.

    So it’s clear to me that the CAB representative, General Unit Coordinator
    Kristian Khan, is
    lying when he says that he ‘switched them [the lights] on again when I began
    speaking to you’,
    like he is claiming in the e-mail I’m answering to now.

    This is clear to me from three reasons, I remember that he switched the
    lights on at the end
    of the meeting, I’ve also written this in the explanation I sent Saffron
    Follows on 23/5, and
    also it seems to me that the problem with the CAB-representative, reading me
    the fax-number
    to the EAD, instead of their phone-number, must be due to the problems with
    the lights being
    turned off, in a way that made it impossible to read clearly, in the
    reception, waiting and
    main public meeting (that is where the CAB-solicitor usually sits, to give
    advice to the
    members of the public, when their turn to get advice is due) area.

    I’d like to clearify when the lights were switched on, they switched on in
    the last half of the
    meeting, like a bit after half of the meeting had passed.

    So that one can say that it was about one third, left of the meeting, when
    the representative
    turned the lights on.

    So he did it in while the meeting was being held, and at some time in the
    last half of the meeting.

    I hope it’s possible to understand what I mean.

    It was under no circomstance, at the beginning of the meeting, that the
    representative turned on
    the lights.

    And I also think’s unacceptable to let people in to the CAB, at all, without
    turning no the lights first.

    They shouldn’t let people wait in the waiting area, while the lights are off
    at the CAB. (So that it’s not
    possible to read).

    (And from a customer-support perspective, I also think someone should
    receive the people that
    are being buzzed in, and not let them wait for five to ten minuttes first (I
    think it must have been),
    like they did on this day.)

    And this, that the CAB-representative, is lying, I think is very serious,
    and I think it should
    be dealt with in a formal way.

    I also think that this, not having turned on the lights, might have been
    conected with the
    litle girl, just sitting, for no reason, in the stair-case, outside of the
    CAB, and then
    with the lights off at the CAB, I think this could have been some kind of
    set-up in
    connection with mob/mafia, that I have been having some problems with in
    Norway
    and Britain, and which is connected with the work-case, that I was
    contacting the
    CAB and the EAD, to get advice on, regarding the founding of (if I was
    eligable
    for legal aid or not).

    So I think that also the Police should be brought into this, and I will do
    that myself, in
    a meeting that is already scheduled, that I’m having regarding these cases,
    with
    the Merseyside Police, in the beginning of next month.

    So, I must really say, that I think you should investigate the lying and
    also the other
    strange situations that occured, with the ‘set-up’, with the girl in the
    stair-case, and
    the lights being turned off.

    And also with the canceled meeting, and the other points mentioned in this
    e-mail.

    Also the fact that the solcitior, I think she is, the woman with the dark
    hair, in her
    fourties I think, that is working at the Dale St., CAB.

    I thought it was peculiar, that she would appear, right before I went out of
    the offices,
    to just stand in the reception-area, by the chair there (I guess it must
    have been
    a chair there). And then just look out in the air, and not doing any
    work-tasks,
    but just looking out in the air, in the hight of my face/eyes, as like to
    monitor
    the expression on my face or something like that.

    It was very surreal and peculiar, it was like she ‘scanned’ almost, the
    expression
    on face, how I looked, when I went passed her, and out of the CAB-offices,
    when
    the meeting was finished.

    I don’t think she returned my salutaion, I seem to remember that I noded to
    her
    at least, but she just stood there like carved in stone, I think one could
    say.

    (This should be more thoroghly explained, in the explanation, that I sent
    Saffron Follows on 23/5, regarding if I saluted or not, like I seem to
    remember
    that I did now.)

    *7. I think that the CAB should have informed before the meeting with the
    > > *
    > >
    > > *Duty Solicitor from Morecrofts on 27/2, that the Morecrofts Solicitors
    > > firm*
    > >
    > > *only accepted payment from private founds. And that Morecrofts didn’t
    > > accept founding founded by the legal aid-*
    > >
    > > *programme, like the Duty Solicitor from Morecrofts, Eleanor Pool,
    > > informed*
    > >
    > > *me of on 22/3.*
    > >
    > >
    > >
    > > Please see response to Question 3.
    > >
    > >
    > >
    > > *8. I think that the CAB should have informed me before the meeting with
    > > *
    > >
    > > *Duty Solicitor Eleanor Pool from Morecrofts there on 27/2, that the *
    > >
    > > *meeting only was scheduled to last for thirty minutes. I wasnt made
    > > aware of this, untill Eleanor Pool first informed me of this when *
    > >
    > > *the thirty minutes had passed.*
    > >
    > >
    > >
    > > As far as I am aware, clients are advised that the Duty Solicitor
    > > service is a “free first 1/2. I can confirm that both Reception staff and
    > > myself make clients aware of this at the time of booking the
    > > appointment.
    > >
    >

    *New complaint:*

    I wasn’t made aware of this, that the meeting was only sheduled to last for
    30 minutes, at all, before the meeting.

    > >
    > > *9. I think the CAB should have explained to me about the legal aid
    > > system, *
    > >
    > > *and how it works, before they set me up for the meeting with Duty
    > > Solicitor*
    > >
    > > *Eleanor Pool from Morecrofts there on 27/2. Especially since this was
    > > an employment-case (like I told them that the *
    > >
    > > *police had told me to tell them that it was). *
    > >
    > >
    > >
    > > Please see response to Question 3.
    > >
    > > **
    > >
    > > *10. I also think that the solicitor I got to speak with on the phone
    > > (about when*
    > >
    > > *one would need a criminal solicitor), when I was at the CAB on 20/3,
    > > should*
    > >
    > > *have explained to me what her name was, and which solicitors firm she
    > > was *
    > >
    > > *calling from. I was put in a room at the CAB, and told to wait untill
    > > the solicitor called me.*
    > >
    > > *But when I answered, I picked up the phone and said ‘yes hello this is
    > > Erik*
    > >
    > > *Ribsskog speaking’, but the solicitor didnt say eighter what her name
    > > was*
    > >
    > > *or the name of her company was, she just asked what my questions were.*
    > >
    > > * Also, when I had finished speaking with the solicitor on the phone,
    > > then *
    > >
    > > *the CAB advisor had starting speaking with another member of the public
    > > *
    > >
    > > *there, without informing me that our meeting was finished, and without*
    > >
    > > *me being alowed to finish explaining why I had gone there.*
    > >
    > > *I had gone there to ask about two things. *
    > >
    > > *1. About when one needs a criminal advisor, and 2. how the legal aid
    > > system works. *
    > >
    > > **
    > >
    > > *But I only got to tell about the first point, before I was put in the
    > > room to *
    > >
    > > *wait for the phone from the solicitor. Without me first being informed
    > > that *
    > >
    > > *my meeting with the CAB advisor had finished.*
    > >
    > >
    > >
    > > If the solicitor failed to give her name then I am afraid that I do not
    > > see how the Bureau was to blame for that. We cannot be held responsible
    > > for what a solicitor does or does not do. You state that you attended
    > > CAB on 20th March 2007 and spoke to a criminal solicitor by phone, and
    > > then asked us about Legal Aid and was advised to check the CLS
    > > Eligibility calculator. If the Bureau was fully booked on that day then
    > > you may well have been advised to check this calculator as we like to offer
    > > some “signposting” advice that will enable the client to undertake some
    > > work/research on this case prior to their appointment at the Bureau. The
    > > CLS calculator advised that it could not assist you as you wereself-employed and so
    > > you returned to the CAB and was given the appt. 5th April 2007.
    > >
    >

    *New complaint:*

    I didn’t ask to speak with a criminal solicitor, but I asked advice on when
    one needed a criminal solicitor, since Moorecrofts had said
    I’d might need one, in the letter, enclosure X, that I sent Follows.

    My complaint was, that the solicitor, working with you, the woman with the
    dark hair in her forties I think, didn’t tell me
    that our meeting was finished, before she left to start helping another
    member of the public.

    So, she didn’t give me the oppertunity, to explain, that I had more
    questions, which I would have made clear, if she had told
    me, that the meeting was finished.

    And I also think, that the solicitor, that the CAB got to call me, while I
    was there, should have interduced herself, when she
    called. (And also said which company she representated).

    Because then I would know which person it was that gave me the advice, and
    this could be useful to know, eg. if there were
    some problems with someone being given wrong advice etc.

    Thats why I think the solicitors calling to the CAB to give advice to a
    member of the public, should interduce themselves, and
    say which company they are working for.

    > >
    > > *11. So I think that the CAB advisor should have told me that the
    > > meeting*
    > >
    > > *there on 20/3 was finished, before ending the meeting.*
    > >
    > > *Since this would have given me the chance to explain that there were
    > > more *
    > >
    > > *things that I wanted to bring up in the meeting.*
    > >
    > >
    > >
    > > It would seem that there was no availabilty for you to see an adviser on
    > > 20th March 2007 and this may explain why you were only given “signposting”
    > > advice i.e. be allowed to talk to a solicitor on the phone and then be
    > > given the CLS calculator website.
    > >
    >

    *New complaint:*

    Yes, I was let to speak with an advisor, but the advisor ended the meeting,
    without informing me that the meeting had
    finished, causing, that I didn’t get to bring up both of the issues I had
    intented to bring up in the meeting.

    > >
    > > ————————————————————————————————————————————————————————————————————————————————–
    > >
    > >
    > >
    > >
    > > In conclusion I have investigated your concerns and I hope that you are
    > > satisfied with this response, however you should remain dissatisfied then
    > > you can contact the following:
    > >
    > >
    > >
    > > THE CHAIR
    > >
    > > LIVERPOOL CENTRAL CAB
    > >
    > > 1ST FLOOR
    > >
    > > STATE HOUSE
    > >
    > > 22 DALE STREET
    > >
    > > LIVERPOOL
    > >
    > > L2 4TR
    > >
    > >
    > >
    > > Yours Sincerley
    > >
    > >
    > >
    > > *KRISTIAN KHAN*
    > >
    > > *GENERAL UNIT COORDINATOR. *
    > > **
    > >
    >
    >
    >

  • Untitled Post

    Dear Mr Ribsskog

    I am writing further to your complaint of 23rd May 2007, which was submitted to Saffron Follows, Citizens Advice Complaints and Policy Officer. Ms Follows forwarded the complaint to the Bureau and Kristian Khan, General Unit Coordinator, investigated your complaint and provided a full response to you on 6th September 2007. I understand that you have now requested a review of your complaint and I have now had the opportunity to undertake this.

    I understand that the main points of your complaint were as follows:

    • You feel that you should have been offered a new solicitor appointment after the duty solicitor cancelled the appointment that was scheduled for you on 05/04/07

    • That you were not informed of the name of the Duty Solicitor who was due to attend at the Bureau

    • That you should not have been advised to contact the Duty Solicitor by phone

    • That you should not have referred to a firm of solicitors who were not based in Liverpool

    • That you were given the wrong telephone number for the firm of solicitors

    • That the lights were switched off in the reception area, creating an unprofessional atmosphere and that Kristian Khan is lying to you when he stated in his response that he turned the lights back on when he began to speak to you.

    • That Eleanor Poole from Morecroft Solicitors should have informed you about Legal Aid

    • That you were not informed that the meeting with the solicitor was only to last for 30 minutes

    • That CAB should have explained to you about how the Legal Aid system works

    Having reviewed your case and spoken to the members of staff concerned I have reached the following conclusions.

    Mr Khan did not rebook a solicitor appointment because he followed normal Bureau procedure by providing you with the phone number of the solicitor who had failed to arrive so that you could speak to him directly. Mr Khan did this to ensure that you received advice from a solicitor with immediate effect and were not too inconvenienced by the solicitor failing to attend. Mr Khan did not feel that it would be appropriate for to you wait for the next solicitor appointment as Employment cases can have deadlines by which certain actions need to be taken. Had you simply been rebooked for the next appointment then there would be a risk that you may have missed legal deadlines and Mr Khan did not wish for you to suffer any prejudice. I am satisfied that Mr Khan acted correctly and do not uphold this element of your complaint.

    It may be useful here to explain how the Duty Solicitor scheme works. The solicitors who come to the Bureau are from different firms of solicitors around the city and come to us on a voluntary basis. We do not employ these solicitors. We operate this scheme to try and increase community access to specialist legal advice by facilitating a free half hour session with a solicitor.

    The CAB does not generally know the names of the solicitors who attend at the Bureau, only the name of the firm from which they are sent. That is why we were unable to provide you with the name of the solicitor and I do not uphold this aspect of your complaint.

    The firm of solicitors who you were given the number of are based in Liverpool and Mr Khan, in his reply to you of 6th September provided you with their full address to illustrate this point.

    Mr Khan has admitted to you in his reply of 6th September that he did accidentally provide you with the fax number of the firm of solicitors instead of the phone number and has apologised for this error. I would also like to offer my apologies for any inconvenience that this may have caused you.

    The lights were partially switched off in the Reception area as we were closed for lunch for clients who did not have an appointment. Mr Khan maintains that he did switch the lights back on when he began to speak to you. May I offer my apologies if you felt that this presented an unprofessional impression of the Bureau, this was not intended.

    With regard to Eleanor Poole not informing you about Legal Aid, this is not something the CAB has responsibility for. The aim of our duty solicitor scheme is to facilitate a free, half hour interview with a solicitor. I have spoken to Reception staff who have informed that they do inform clients when booking duty solicitor appointments that the interview does last for 30 minutes and I have no reason to doubt that this did not occur on this occasion. If this was the case then please accept my apologies. If a client needs further advice beyond this free, half hour interview then any costs, fees

    etc need to be discussed between the client and the solicitor. If the solicitor did not inform you of Legal Aid then this is not the fault of the CAB.

    I trust that I have dealt with all aspects of your complaint, however if you do still remain dissatisfied you are entitled to ask for a further review to be conducted under the direction of the chief executive of the national association, Citizens Advice, the contact details being:

    The Complaints Officer

    Citizens Advice

    Myddleton House

    115 – 123 Pentonville Road

    London

    N1 9LZ

    Yours sincerely

    PATRICK KENT

    CHAIR – TRUSTEE BOARD

    LIVERPOOL CENTRAL CAB

  • Untitled Post

    From: eribsskog@gmail.com Erik Ribsskog
    To: Richard.Little@liverpool.gov.uk
    Date: Thu, 12 Jul 2007 04:06:15 +0000
    Subject: Complaint

    Hi,

    I’m refering to phone-call last week (4/7). I know I said I’d send this
    e-mail no
    later than Wednesday, but I didn’t get to start on it untill late on
    Wednesday,
    so it’s probably going to be Thursday untill I get to actually send the
    e-mail,
    so sorry about that!

    *Problems with washing women/girls in the mens changing-room during opening
    hours:*

    The first thing I wondered about, was regarding the problems described in
    the e-mail I sent to Linda Lennon on 8/6, about the washing girl/women in
    the mens changing-room.

    I’ll copy the text from that e-mail into this e-mail, since I have some
    questions
    regarding that episode:

    to linda.lennon@liverpool.gov.uk date Jun 8, 2007 10:58 PM subject Fwd:
    Statement mailed-by gmail.com Hi,

    I just got back from the gym, it closed at 9 pm.

    I just had to eat a bit and relax a bit after the work-out, or else I would
    have sent the
    email at once.

    Because what I’m wondering about with the gym, is:

    Is it really right that there should be female washing-staf in the mens
    wardrobe
    at 8.45 pm, when the gym closes at 9pm?

    This happened again today, and it has also happened once before.

    I used to workout a bit when I lived in Oslo and Sunderland as well, but
    they never
    used to start washing the wardrobe until after the closing hours.

    So I think that since the gym is run by the Council, I think that they
    shouldn’t
    have the washing-routines that includes female staff starting to wash in the

    mens wardrobe as early as 8.45 pm.

    I think they should wait until after closing-hours to wash the mens
    wardrobe,
    and that if they have to wash, then they could maybe instead wash the
    machines
    in the gym or something else before the gym is closed.

    When I went into the mens wardrobe at 8.45 pm then there was a female
    washing
    staff washing there, about 40 years maybe with dark hair.

    I think she was talking with a colleague in there, it was probably the other
    washing-
    woman.

    I was working out on the tread-mill by the reception untill a bit before
    8.45 pm, and
    then I saw the washing-staff walking around in the reception-area at around
    8.40 pm.

    And one of the washing-staff looked quite young, maybe 16-17 years.

    I think it must have been her that the washing-woman with dark hair spoke
    with in
    the mens wardrobe at 8.45.

    I don’t think there should be that young female washing staff in the mens
    wardrobe
    at 8.45, when the gym closes at 9.00pm.

    It has happened once earlier as well that there were female washing staff in
    the
    mens wardrobe at around 8.45, and I just think that this isnt right.

    I think that both the staff in the gym and the washing staff should
    understand by
    themselves that the female washing staff shouldnt start to wash in the mens
    wardrobe untill after the closing hours at 9 pm, so thats why I havent
    complained
    about this to the staff in the gym or the washing staff.

    I think that it should be unecessary for me to tell this to them, I think
    they should
    have understood this by themselves.

    And Im not really sure whos in charge there in the evenings eighter.

    There has also been other incidents at the gym that I have thought to
    complain
    about, but I havent untill now.

    But with the washing-staff in the mens wardrobe again today at 8.45 pm, was
    a bit like the final drop, so since Im not really sure whos in charge there
    in the
    evening I thought that I could send you an email about this.

    And also since one of the washing women was so young, it makes me a bit
    worried about whats going on in the gym, when they put a washing woman/
    girl that looked like she was maybe 16 or 17 in the mens wardrobe at 8.45pm,
    so therefore I thought I should really just write the email now, because
    that this
    is a bit unacceptable for a gym thats run by the Council.

    I know its a bit late to send emails at this hour, but it thought that since
    I think
    that this way of organising the washing-routines in the gym is a bit
    unaceptable,
    I thought that if I sent the email about this right after I got back from
    the gym,
    then there would be less possibilites that eg. someone could say that I must
    have
    mistaken the time etc, since now its just a quite short time since I left
    the gym,
    so I reckoned that its best to send it right away, while I still have the
    details at
    mind so to speak.

    So I hope that this is alright!

    Sorry that I send the email this late.

    Regards,

    Erik Ribsskog
    – Show quoted text –

    ———- Forwarded message ———-
    From: Erik Ribsskog
    Date: Jun 8, 2007 3:45 PM
    Subject: Statement
    To: linda.lennon@liverpool.gov.uk

    Hi,

    I refer to the phone-call earlier today, and send the statement from
    the bank about the duplicate payment with the direct-debit.

    Pleare just contact me if there is anything else I should have remembered.

    Hope that this is alright!

    Regards,

    Erik Ribsskog

    So my questions regarding this is:

    1. How come that there are washing women/girls in the mens changing-room at
    8.45 pm,
    when the gym closes at 9 pm?

    2. Is the gym going to change its washing-routine, so that the washing
    women/girls dont
    start to wash the mens changing-room untill after the gym is closed.
    (Because like I explained
    in the e-mail to Linda Lennon, this with the washing women in the mens
    changing-room has
    also happened earlier at the Millenium gym, but I’ve never seen it in other
    gyms).

    *Problems with direct-debit processing errors/duplicate payments:*
    **
    Also, I have been in contact with Lesley Southern, about some problems
    regarding processing
    errors/duplicate direct debits from the gym.

    I explained to him that I would also bring up some the issues regarding this
    with you, so I think
    its alright if I also copy the contents of that e-mail:

    from
    Erik Ribsskog

    hide details
    Jul 10 (2 days ago)

    to
    “Southern, Lesley”

    date

    Jul 10, 2007 6:18 PM

    subject

    Re: Earlier e-mails

    mailed-by

    gmail.com

    Hi,

    thank you very much for your answer.

    I think it was very fine that you had the time to answer me, and I also
    think that it was very
    fine that you have taken off my arrears due to the amount of
    time/inconvinience I have had
    due to this.

    But since there were still some things I was wondering about, I thought I
    could try to send
    you an enquiery about this, to try to maybe found out about this.

    I’ve written an explanation below, as comments on your e-mail, since I
    thought it was easier
    to explain/answer this way.

    To summarize my questions:

    1. Shouldn’t the gym have asked me first if they wanted to withdraw an
    extra payment (that they
    had no mandate for) from my account in June?

    2. How come that there were still two payment-requests from the gym waiting
    to be withdrawn
    from my account on 27/6, when firstly, the gym only have a mandate to
    withdraw one monthly
    payment from my account. Secondly, I had agreed with the staff at the
    gym, that I would pay the
    arrears when I recieved the swith-bonus from the bank. And thirdly, I had
    sent Linda Lennon,
    Administration Manager at the Council an e-mail about this problem on 8/6,
    with a copy of the
    statement from the bank, showing that there was a problem with the gym
    charging me duplicate
    payments from my account for the month of June?

    3. How come that the gym still wanted to withdraw a (duplicate) payment from
    my account for the
    month of July, when the gym was closed for refurbishment for six weeks from
    25/6?

    I’m also going to contact the Duty Officer at the gym regarding why the gyms
    members weren’t
    informed about the six weeks closure of the gym and more. So it might be
    that I’ll also ask him
    about some of the same questions. (Like about why the gym still wanted to
    charge me even
    if they were going to be closed etc.)

    I hope you have the time to answer me about this questions, since I thought
    some of these things
    were a bit strange, so it would be nice to be informed about this.

    So I hope that you bear over with me if I’m asking many questions!

    Thank you very much in advance!

    Yours sincerely,

    Erik Ribsskog

    On 7/3/07, Southern, Lesley wrote:

    > Erik
    >
    > Your enquiry regarding your direct debit payments has been passed onto
    > myself for further investigation.
    >
    > Unfortunately we cannot refund a payment to a member that has outstanding
    > arrears, this is for audit purposes as we are required to provide details of
    > all miscellaneous payments made to our members.
    >
    > The action we have taken to date is to take your 1 month overpayment as
    > your cancellation fee (which is normally 2 months) and we have taken your
    > arrears off your membership record for the inconvenience caused as a result
    > of the error.
    >
    – Regarding the overpayment, it wasn’t actually an overpayment, because when
    the bank saw that it had been a
    process error/duplicate payment from the gym, then they transferred the
    duplicate payment back as a
    ‘interbranch payment’ on 6/6.

    (Secondly, I think that I shouldn’t recieve a cancellation fee, when the gym
    suddently closes for 6 weeks
    for refurbishment. I think that then the gym should have first sent its
    members a letter about this, put
    up a poster at the gym about this, and also not charged its members for the
    month that they are closed,
    but I have to contact the Duty Officer at the gym about something else, so
    I’ll bring this up with him.)

    > I have checked the Direct Debit report and it seems that the overpayment
    > dates back to a missed January payment which has been allocated to your
    > account on 30 th May. I will need to speak to our Direct Debit team to
    > determine why a payment for January has been included in June’s Direct Debit
    > report.
    >
    I’ve been speaking with the staff (including the Manager) at the gym several
    times about the arrears, and we agreed that I would
    pay the arrears later, when I recieved some money I was expecting (a
    switch-bonus from the bank).

    This was agreed with Craig at the gym, when we set up the direct-debit
    agreement in May.

    I spoke with Craig about this on 1/6 as well, since I hadn’t recieved the
    switch-bonus yet, and then I was informed
    that the arrear was £70.50, and we agreed that I would pay this when I
    recieved the money from the bank.

    So my point is, that they should have told me first if they wanted to
    withdraw an extra payment from my account
    on 1/6, so that I could have planned this in advance.

    Also, this (RBS) bank account was set up in May, so I don’t really
    understand how a missed direct-debit
    payment to my old (Barclays) account in Januray, could suddently appear on
    my RBS-account in June?

    It seems a bit strange to me that this could happen, when I also had agreed
    several times with the staff
    at the gym (in the month of March and then monthly), that I would pay the
    running bills, and that I’d pay the
    arrears when I recieved the switch-bonus from RBS.

    Also I had been told by the staff at the gym, that there was no hurry at all
    with the arrears, as long as I
    paid the running bills.

    – Also the bank told me when I called them in the beginning of June, that
    the gym wasn’t allowed to
    withdraw more than one payment a month from my account, since they only had
    one mandate.

    – Also, when I called the gym on 26/6, to ask if they were open on 26/6,
    (since they were closed for
    no apparent reason on 25/6), then I was told that the gym was closed for
    refurbishment for six weeks.

    I then thought that it wasn’t right that the gym should charge me for the
    month of July, when they were
    closed. (I also thought they should have informed the members about the six
    weeks closure). So due
    to this, I called my bank (the RBS customer-support line) on 27/6 to cancel
    the direct-debit.

    I was then told that there were still two direct-debits from the gym on my
    account, both with the same,
    reference-number (LIFE 800 1561).

    – So I was wondering, how come that there were still two payment-requests
    from the gym waiting to
    be withdrawn on my account on 27/6, when firstly, the gym only have a
    mandate to withdraw one
    monthly payment from my account. Secondly, I had agreed with the staff at
    the gym, that I would
    pay the arrears when I recieved the swith-bonus from the bank, and thirdly,
    I had sent Linda Lennon,
    Administration Manager at the Council an e-mail about this problem on 8/6,
    with a copy of the
    statement from the bank, showing that there was a problem with the gym
    charging me duplicate
    payments from my account?

    >
    > Your account has now been set to expired and no payment was requested in
    > July.
    >

    Well, there were actually two payments requested in July (see above
    So my questions regarding this is:

    3. Shouldn’t the gym have asked me first if they wanted to withdraw an
    extra payment (that they
    had no mandate for) from my account in June?

    4. How come that there were still two payment-requests from the gym waiting
    to be withdrawn
    from my account on 27/6, when firstly, the gym only have a mandate to
    withdraw one monthly
    payment from my account. Secondly, I had agreed with the staff at the
    gym, that I would pay the
    arrears when I recieved the swith-bonus from the bank. And thirdly, I had
    sent Linda Lennon,
    Administration Manager at the Council an e-mail about this problem on 8/6,
    with a copy of the
    statement from the bank, showing that there was a problem with the gym
    charging me duplicate
    payments from my account for the month of June?

    *Problems around the closure of the gym for six weeks from 25/6 due to
    refurbishment:*

    5. How come that the gym still wanted to withdraw a (duplicate) payment from
    my account for the
    month of July, when the gym was closed for refurbishment for six weeks from
    25/6?

    6. How come that there were no letters sent to the members of the gym
    regarding the closure
    of the gym for six weeks from 25/6 due to refurbishment?

    7. How come that there were no poster in the gym informing the users of the
    gym that the gym
    would be closed for six weeks from 25/6 due to refurbishment?

    8. How come that there was only a makeshift sign on the entrance-door to the
    millenium-
    building saying ‘gym closed’, and nothing more when I went there to work out
    on the
    evening on 25/6. (Shouldn’t it have been a proper sign, with information
    about why the
    gym was closed, how long the gym was closed for, and not just some makeshift

    sign written with an ink-marker)?

    9. How come that there were no information about the fact that the gym was
    closed, when
    I went on the lifestyles website:

    (
    www.liverpool.gov.uk/Leisure_and_culture/Sports/Leisure_Centres_and_Pools/Lifestyles_Millennium/index.asp
    )

    on 26/6 (When the gym had been closed since 25/5)?

    (I can see that it says that the gym is closed there now, but on 26/6, there
    was no information
    about the gym being closed at all. I went there to see if it said anything
    on the website on 26/6,
    since the gym was closed for no obvious reason on 25/6, but it didn’t say
    anything about the gym
    being closed on the website, so I noted down the phone-number to the gym,
    and called the gym,
    and they told me that the gym was closed for six weeks due to
    refurbishment.)

    10. How come that members of the gym were charged for the whole month of
    June, when the gym
    was closed for refurbishment from 25/6? (Shouldn’t the six days from 25/6 to
    30/6 have been
    deducted from the charge?).

    *Other problems at the gym:*
    **
    Like I wrote in my e-mail to Linda Lennon on 8/6, there had also been other,
    earlier incidents at
    the gym which I had thought to complain about.

    But like I also wrote, it wasn’t always easy to know who it was that was in
    charge there after the
    manager had gone home, and him I only spoke with once, since I most often
    worked out in the
    evening.

    And that the incident with the washing girls/women in the mens changing room
    again within the
    opening hours was the last drop, so to speak.

    And then it was easier for me to complain, because then I had her e-mail
    address from before,
    since I had sent her a copy of the statement from the bank, to document the
    problems with
    the duplicate direct debit/processing error from the gym.

    So then it was easier for me to complain.

    I’m going to try explain a bit more about the earlier incidents:

    *Problems with locker:*

    On 26/4, it says in my note-book, I was at the gym.

    I work with office-work, so I try to work out quite often, and I usually use
    different lockers at the
    gym, depending on which locker of the lockers that are free etc.

    And when one work out 3-5 days a week for some time, and you have a
    different locker each time,
    then it could be that one forgets exactly which locker one uses this
    particular time.

    And, since only about half of the key-rings with the keys for the lockers
    had tag-numbers on them,
    this could be a bit confusing.

    So when I was finished with the work-out, and I went to the area of the
    changing-room where my
    locker was, then the locker wouldn’t open.

    Like I wrote, I use different lockers each time, depending on which lockers
    that are free, where in
    the changing-room it is less crowded etc.

    So it isn’t that easy to be exactly sure if it is that particular locker,
    especially since the key-ring
    to the locker (like about half of the other key-rings, i noticed later),
    lacked a number-tag on it,
    to specify which locker it belonged to.

    I usually dont keep things like my wallet etc. in the locker, since its a
    big gym, always many
    people there, and I would get a lot of inconvienience if something happened
    to my wallet etc.,
    so I didn’t keep the most ‘valuble’ things in the locker.

    I use to keep my note-book with my wallet, so I had my note-book still on
    me, and I thought it
    was a bit embarresing going to the reception explaining that I coultn’t find
    my locker, so I decided
    to be 100% sure before I did that.

    So, I just wrote down the numbers of all the lockers in my note-book, and
    then I checked each
    and every locker, and crossed the number for that locker in my note-book.

    I made sure to check each lock thoroughly.

    So, when I had checked each lock in the changing-room, and the key didn’t
    fit in any of them,
    then I went to the reception to explain.

    It was still quite embarresing, but at least now I had the note-book to show
    that I had tryed all
    of the locks.

    There were about 5 or 6 people sitting in the reception, and the woman in
    charge, told Neil to
    help me with this.

    I explained to Neil that maybe the smartest thing for me would be to return
    at closing-time,
    when all the other users of the gym had gone home, then it would only be one
    locker left
    to check.

    I was holding my note-book still, so I wrote down that Neil started acting a
    bit like a sergeant
    in the army, knocking his fist into the side of the enterance to the
    changing-room and screaming
    /comanding: ‘come here’.

    I thought this behaviour was a bit peculiar, but I went after him into the
    changing-room, and then
    he starting to ask if I had been having a few beers. (Since I couldnt
    remember the number for
    the locker).

    I asked him what his name was, and wrote it down.

    Then I showed him that I had tryed all the lockers, and that noone worked,
    and that there wasnt
    any number-tag on the key-chain for the locker.

    He asked me which locker I thought it was, and I told him that I thought it
    was the number 156
    one. (It says in my note-book).

    So he asked me to give him the key, so that he could try the number 156
    locker and the
    surrounding lockers.

    But he couldnt manage to open any of them, so he went to find the
    master-key.

    This took a bit of time, but he returned and then opened the locker with the
    new key.

    It was locker 156, and I showed him in my note-book that I had already tryed
    to open
    locker 156 with the key, because I had crossed out that number in the
    note-book.

    Neil said that ‘the locks often get stuck.’, I can see from my note-book.

    I found a new locker (since I didnt have the key any longer to the 156 one),
    and Neil
    reminded me to remember the key-number.

    I told him that I thought that there should be key-tags on the key-rings for
    the lockers.

    Also, the next time I went to the gym, the woman in charge reminded me that
    I should
    remember the key-number, and then I told the woman in charge that I thought
    that
    there should be key-tags on the key-rings. (But there still wasnt done
    anything
    with this problem, and about half of the key-rings were still missing a
    key-tag
    for the remainder of the time I was working out at the gym).

    So my questions regarding this is:

    11. How come there are so much problems with the locks getting stuck in the
    lockers?
    I mean, surely the gym bought new lockers when they opened? And its the
    Millennium
    building gym, so the building and the gym can’t be that old? (Did someone
    buy used
    lockers for the gym when it opened)?

    12. How come the gym doesn’t use oil in the locks for the lockers, if it,
    like Neil said,
    is a problem with the ‘locks often get stuck’?

    13: And why didn’t the gym put key-tags on the lockers, when about half of
    the key-
    tags were missing, and I had spoken about this problem with both Neil and
    the woman
    who was in charge there on the day this incident ocured, I think it was on
    26/4?

    *Problems with the washing of the machines:*

    When I wrote the e-mail about the problem with the washing women/girls in
    the
    mens changing-room in the opening hours, then it came to mind that maybe
    the washing-should should rather wash the machines, and then wait untill
    the gym has closed, before they washed the changing-rooms.

    The reason I thought about this, is because I remembered an incident from
    when
    I was working out, I think it must have been in April or May.

    Then I was working out at the thread-mill, and this was I seem to remember
    hours
    before closing-time.

    There were a couple of washing-ladys there, even if it was still a few hours
    until
    closing-time.

    They were just walking around a bit, seemingly not certain on the routine.

    But then one of the washing ladies started to wash the stepping-machine in
    front
    of me. But what I thought was a bit strange, was that she only washed the
    tip of
    one of the handles of the stepping machine, and then nothing else. This she
    did
    twice with a few minuttes inbetween.

    Other than that, I couldn’t see that eighter she or her collegue washed any
    of the
    other machines. (They looked a bit lost there, walking around with their
    buckets
    while the gym was still quite crowded, since it was hours till
    closing-time.)

    My question regarding this is:

    14: Shouldn’t the washing-staff put up a sign near the machines when they
    wash
    them during the time of which the gym is open? Couldn’t people get hurt if
    they work out on machines that are slippery from being washed? I seem to
    remember from other places I’ve been working etc., that yellow plastic signs
    are being put on the floor etc., saying that one have to be careful since
    its
    newly washed, so shouldn’t the washing staff in the gym also do this when
    they clean the machines within the opening hours?

    *Problems with staff:*

    Like I’ve written, there have been some incedents before that I have
    wondered
    if I should complain about, but I’m not always sure whos in charge there, so

    this makes it a bit more tricky to complain, and I’ve also had the problem
    with the arrears on my membership, and the manager let me work out
    there and pay the arrears later, so there was a threshold before I would
    complain.

    But I wrote down in my note-book a couple of things I reacted on anyway.

    I was wondering a bit what was going on there, e.g. on 24/5 Craig and
    a blond girl sits in the reception.

    Only Craig logs in the members, even if there is a long queue. The girl
    is only watching. (I think maybe she is his girlfriend, since I noticed
    them sitting very close once when I wanted to log in).

    So I was wondering, if there is a long queue, surely both of them could
    log in the users of the gym, so that they wouldn’t have to wait in a line,
    like if some of the customers are there to sign up for a membership,
    then still everyone have to wait in one line, even if there are more
    staff at work.

    So then I was wondering what is the girl doing there, if she cant log in
    the customers, and is only sitting watching.

    And I think she had been working there a while then, so I dont think
    she was on training.

    So this seemed a bit strange to me, so I thought I could mention it
    while Im writing this e-mail anyway.

    Also, I remember, that one Friday I was working out there, then they
    annonced the closing of the gym like this:

    ‘The gym will be closing in 60 minutes’, ‘The gym will be closing in
    45 minutes’, ‘The gym will be closing in 30 minutes’, ‘The gym will
    be closing in 15 minutes’.

    I think it was the same girl, but it seemed like it was Craig that told
    her to say it.

    Normally they only say ‘The gym will be closing in 20 minuttes’, or
    something like this, so I thought I could mention this as well, even
    if its maybe not so important what they say on the calling-system
    in the Friday evenings? Anyway, I thought I could mention it while
    I was writing the e-mail anyway.

    My question to this is:

    15. How come the staff only sits watching while the customers are
    standing in line?

    16. Shouldn’t the staff have name-tags, where it said name and title,
    so that it would be easier for the users of the gym to know who to
    speak with regarding different problems. (So that they know who
    are in charge)?

    (For instance, on the day when there were washing girls/women in
    the mens changing room, and they must have been there from
    around 8.40 pm. or earlier, because I went in there on 8.45 pm,
    and then they were well into their routine it looked like, before I
    turned and went home.

    On that day (8/6), the staff that were working around closing-time,
    was Neil, a young girl that wears high-healed shoes and blouse,
    and a man around 40 years maybe that I think could maybe is the
    girls father, because I saw him standing very close to the girl once.

    I thought maybe the girl was in a kind of responsible position there,
    since she wear office-clothes, but the guy in his forthies I reckon
    also could be in charge there, since hes the oldest etc., and also
    Neil I reckoned could have been in charge, since he has access
    to the master-keys etc.

    So its a bit embarrasing asking about whos in charge, because
    you wouldn’t want to offend anyone, with asking whos in charge,
    and then its actually that person who is in charge.

    I don’t say that it is impossible for the customers of the gym to
    find out whose in charge, but I thought that it could maybe add
    to the general level of customer-service at the gym if the staff
    was wearing name-tags.

    I wrote down a note of who that was working that day, so that
    I would know later, since I wrote the e-mail that day with the
    complaint about the washing-staff in the chaning-room, so I
    thought I’d write it down, in case it became an issue.)

    17. Should they really anounce that the gym is closing in 60 minutes,
    and that the gym is closing in 45 minutes etc.?

    *Problems with direct-debit agreement on 13/12/06:*

    While I was looking for some notes before I started writing this
    e-mail now, I found a letter from the gym from 8/12/06.

    I’ll just write what it says:

    ‘Dear Mr. Ribsskog,

    RE: Lifestyles Membership No: LDD121346

    As a valued Lifestyles member, I was surprised to find that your monthly
    Lifestyles subscription of £23.50 due earlier this month has not been paid.

    You may be aware of this already and have made payment at the
    Lifestyles centre, if so, please accept my apologies.

    If you have not paid these arrears, I would ask that you pay them at your
    earliest convienience by contacting your nearest Lifestyles Centre. Your
    membership account can be updated at any of the centres and you can
    pay either by cash, cheque, credit or debit card.

    Please contact Liverpool Direct on 0151 233 3007 for the number of your
    nearest Lifestye centre.

    I regret that until any arrears have been paid, standard admission
    charges will apply and you will lose the benefits of your membership.

    Yours feithfully

    Steve Kneale

    Business Development Manager’.

    (I write quite fast, so I thought I could just write it down, so that it
    would be
    easier to understand what I meant.)

    There were some problems regarding me switching from a Barclays Cashcard
    account to a Barclays Current-account at around the end of
    November/beginning
    of December 2006.

    The problem was that my pay from work was switched to the new
    current-account,
    whereas the direct-debits remained connected to the old account.

    I was in a busy period with work etc., so I didnt think about this problem
    before I
    got a letter from the bank about it.

    So I went to the bank, and transfered all my direct-debits from my old
    Barlays
    cashcard account, and to my new Barclays current/visa account.

    The clerk in the bank did this for me, it was a quite routine operation it
    seemed
    to me.

    Exept for the Lifestyles direct-debit for some reason.

    This direct-debit had been canceled right away, in a way so that the clerk
    in the
    bank couldnt transfer it to the new account.

    And when I went to the gym on 13/12, I had to pay the charge for Decemeber
    at
    the gym, and it wasn’t possible for me to just switch the existing
    direct-debit
    agreement from my old Barlays Cashcard account to my new Barclays Current
    account, but I had to fill out a new form all over again to set up the new
    direct debit agreement on my new account.

    I accept that it was my fault with forgetting to transfer the direct-debit
    to the
    new account (It was some comunication-problem at work, with me informing
    work that I had got a new bank-account, but with work not giving me any
    feedback on that they had changed my account information in the payment
    system).

    But because of the later problem with the direct debits now in June, I
    thought
    I could ask a couple of questions regarding this as well, while I’m at it,
    so to
    speak.

    18: How come that the gym canceled my direct-debit between 1/12 and 8/12,
    and sent me a letter on 8/12, where it said that I had to go to the gym and
    pay in cash, when I had never had any payment problems with the gym before
    this, and all the other direct-debits were possible to switch (for the clerk
    at
    the bank to my new account), except the gyms direct-debit? Shouldn’t the
    gym have tryed to collect the payment from my account again 7-14 days
    later, like the clerk in the bank told me that the other companies did?

    19: Why did I have to write my signature on, and fill out a new form all
    over
    again on 13/12, for a new direct-debit. Didn’t the gym have all my
    information
    from before, have one got to fill out and sign a new form just because one
    gets a new account-number, when one are still using the same bank?

    (The signature of the women I spoke with on the gym on 13/12/06, looks
    like it says Probert as a last name by the way, in case that makes it
    any easier to find out about this.

    I remember I thought it was strange that I had to fill out the form all over
    again, just because of the problem of the one payment due to the
    problems with changing the direct-debits and my pay from work to
    the new account, in a coordinated way.

    Because it didn’t seem to be a similiar problem with the other companies
    that also had direct-debits on my account, so therefore I remember that
    I thought that this was a bit strange.

    And now, due to the other problems with the direct-debits again, now in
    June, I thought I’d just ask about the earlier problems, since they came
    to mind now.

    also this:

    How come I got a letter sent 8 days after the missed payment in December,
    where as later, in January, February and March (with the new direct-debit
    set
    up on 13/12), I didn’t get a letter at all.

    It went on for two or three months, it must have been, before someone
    reminded
    me that there were arrears on my membership.

    I was quite busy in this time-periode, even if I was unemployed, so I didn’t

    have so much money then, so I should maybe have spoken with the staff about
    this myself, but I much problems with paying my rent etc., and I was glad to

    have the oppertunity to work-out, since it was a bit stressing not having a
    job, and it helped to work-out to relax from the stress.

    And also, the staff gave different information to me regarding the arrears.
    The
    girl wearing office-wear, and who worked on 8/6, for instance, told me on
    one occation that it wasn’t a hurry paying the arrears at all. (As long as I

    paid the running bills, which I did).

    And other members of staff, Craig for instance, told me that I had to pay
    the
    arrears before a certain date, (I spoke with the manager and got an
    extension,
    and later I agreed with Craig that I would pay the arrears when I got first
    the
    loan I was promised from the bank, and later the switch-bonus I was promised

    from the bank.)

    So the questions regarding this:

    20: How come in December I get a letter for not paying after 8 days, where
    as
    in the new year, it goes in the region of two or three months without
    recieving
    a letter or reminder from the staff, even if I worked out several times a
    week?

    21: How come one member of the staff (the girl with the office-wear who
    worked
    on 8/6), says that there is no hurry with the arrears, where as another
    member
    of staff (Craig), says that I have to pay before this and this date? How is
    this
    really supposed to be, according to the rules?

    (I appriciate very much that I was allowed to work out at the gym even if I
    had
    arrears, so it’s not because I am ungrateful that I ask about these things.
    It’s
    just that due to the other problems, with the washing-women/girls in the
    changing
    room, and the problems with the continuing processing errors and duplicate
    payments with the direct debits.

    And also due to the problems surrounding the unanounced closure of the gym
    for six weeks due to refurbishment.

    Due to these problems, I thought it would be best to mention all the other
    problems while I was at it. Even if some of these problems aren’t maybe
    that serious in themselves, I anyway thought that they were worth bringing
    up, because, I think, thay add to a general picture of things at the gym
    being a bit out of hand, so due to this I’m a bit concerned about whats
    really going on at the gym, and then I thought it would be best to mentioned
    all the things that came to mind, because these things, even if it isn’t
    clear
    to me here and now that there for certain is a problem conected with them,
    it could be a problem, so I thought it would be the most responsible thing
    to do, to also add the latter part of the problems, the ones that are
    mentioned
    under the title ‘other problems’.

    So even if it was the first five or ten questions that made me go to the
    step
    of complaining. Even so, I hope you have the oppertunity to answer me about
    the last part of the questions as well.

    Sorry again that this e-mail got a bit delayed. I know I said I’d send it no
    latter
    than Wednesday, but I reckon that as long as I send it before the office
    hours
    on Thursday, then it hopefully should be ok.

    I’ll also forward this e-mail to Linda Lennon and Lesley Southern, since
    I’ve been
    copying the e-mails I’ve sent to them earlier, in this e-mail now.

    Hope that this is alright, and that you bear over with me if some of the
    last questions
    wasn’t as well stated as they should have been, due to time problems etc.

    Hope that this is alright!

    Yours sincerely,

    Erik Ribsskog

    **

    –

  • Untitled Post

    From: eribsskog@gmail.com Erik Ribsskog
    To: st3york@lgo.org.uk st3 york
    Date: Mon, 6 Aug 2007 10:15:12 +0000
    Subject: Re: Complaint against Liverpool City Council

    Hi,

    sorry about the address, it should be:

    Flat 3
    5 Leather Lane
    Liverpool
    L2 2AE

    (Also just to let you know, g-mail thought that the e-mail you sent me was
    spam. I sometimes check
    the spam-mail, because this has happened before, that regular e-mail is
    classified as spam by g-mail,
    so I guess I should maybe get a new e-mail programme).

    Please just contact me if there is any more information I should have sent!

    Yours sincerely,

    Erik Ribsskog

    On 8/6/07, st3 york wrote:
    >
    > Dear Mr Ribsskog
    >
    >
    >
    > Thank you for your complaint. Could you please let me have your address
    > as this was not on your correspondence.
    >
    >
    >
    > Look forward to hearing from you.
    >
    >
    >
    >
    >
    >
    >
    > Carol Harvey
    >
    > Team Secretary
    >
    > Commission for Local Administration in England
    >
    > Tel 01904 380219
    >
    > Website: www.lgo.org.uk
    >
    >
    >
    >
    >
    > NOTICE – This message contains information intended only for the use of
    > the addressee named above. If you have received this message in error
    > please advise us at once and do not make any use of the information.
    >
    >
    >
    >
    >
    >
    >
    >
    >
    >
    >
    >
    >

  • Untitled Post

    From: Steve.Kneale@liverpool.gov.uk Kneale, Steve
    To: eribsskog@gmail.com Erik Ribsskog
    Date: Mon, 13 Aug 2007 08:41:21 +0000
    Subject: RE: Lifestyles Liverpool complaint.

    Sir,
    I am sorry but I am having difficulty understanding exactly what you are
    asking for. Rather than exchange lengthy e-mails I would suggest
    discussing over the telephone or meeting when you next use Lifestyles
    would be most beneficial.
    Regards

    Steve Kneale
    Sport & Recreation Service – Facility Operations
    Business Development Manager

    Office location:
    1st Floor, Lifestyles Everton Park
    Great Homer Street
    Liverpool L5 5PH

    Tel: +44 (0)151 233 6362
    Fax: +44 (0) 151 233 6300

    Web: http://www.liverpool.gov.uk/lifestyles

    Liverpool – European Capital of Culture 2008

    ________________________________

    From: Erik Ribsskog [mailto:eribsskog@gmail.com]
    Sent: 10 August 2007 19:56
    To: Kneale, Steve
    Subject: Re: Lifestyles Liverpool complaint.

    Hi,

    thank you very much for your answer.

    Like I was writing in the complaint to the ombudsman, I think that the
    council should maybe
    have answered the complaint in public, since I have brought this things
    up in public myself,
    since these are things that concern the other users of the gym, and the
    people who are paying
    tax to the council.

    Also, it would have been very fine if it also was explained why I wasn’t
    recieving any answer
    from the Duty Officer, and also why it is that it isn’t him who is
    answering the complaint.

    Also, I was wondering if my complaint to the Duty Officer isn’t being
    regarded as an official
    complaint?

    Also I think that all the points in the complaint should have been
    answered. Even if some of
    the points are brought up in another e-mail, I’m explaining about this
    in the complaint, and
    making it clear that I think it would have been fine to hear what the
    Duty Officer has to say
    about this, aswell as hearing what Lesley Southern had to say about
    this, since I haven’t
    really been explained what position in the Council he has, and also
    since all the points
    have been mentioned together when I’ve comented on the complaint in
    public, so then
    I think it would be most apropriate if all the points in the complaint
    were answered
    togheter aswell, even if some of the points also has been brought up in
    another context.

    Also I think it add to the general overviewabilty of the answer, if the
    original indexing
    from the complaint was kept.

    I haven’t comented on the indiviadual points from the answer here, I
    think it would be
    smartest to sort with the issues above first, and then deal with the
    individual complaints
    later, if you think this would be alright.

    Hope that this is alright, and please tell me if there is anything else
    I need to take into
    concern, to get my answer in line with your complaint-procedure.

    Yours sincerely,

    Erik Ribsskog

    On 8/10/07, Kneale, Steve wrote:

    Sir,
    Please find attached a response to the matters pertaining to
    Lifestyles Fitness Centres and your recent complaint.

    Regards

    Steve Kneale
    Sport & Recreation Service – Facility Operations
    Business Development Manager

    Office location:
    1st Floor, Lifestyles Everton Park
    Great Homer Street
    Liverpool L5 5PH

    Tel: +44 (0)151 233 6362
    Fax: +44 (0) 151 233 6300

    Web: http://www.liverpool.gov.uk/lifestyles

    Liverpool – European Capital of Culture 2008

    ______________________________________________________________________
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  • Untitled Post

    From: eribsskog@gmail.com Erik Ribsskog
    To: Steve.Kneale@liverpool.gov.uk Kneale, Steve
    Date: Fri, 10 Aug 2007 18:56:24 +0000
    Subject: Re: Lifestyles Liverpool complaint.

    Hi,

    thank you very much for your answer.

    Like I was writing in the complaint to the ombudsman, I think that the
    council should maybe
    have answered the complaint in public, since I have brought this things up
    in public myself,
    since these are things that concern the other users of the gym, and the
    people who are paying
    tax to the council.

    Also, it would have been very fine if it also was explained why I wasn’t
    recieving any answer
    from the Duty Officer, and also why it is that it isn’t him who is answering
    the complaint.

    Also, I was wondering if my complaint to the Duty Officer isn’t being
    regarded as an official
    complaint?

    Also I think that all the points in the complaint should have been answered.
    Even if some of
    the points are brought up in another e-mail, I’m explaining about this in
    the complaint, and
    making it clear that I think it would have been fine to hear what the Duty
    Officer has to say
    about this, aswell as hearing what Lesley Southern had to say about this,
    since I haven’t
    really been explained what position in the Council he has, and also since
    all the points
    have been mentioned together when I’ve comented on the complaint in public,
    so then
    I think it would be most apropriate if all the points in the complaint were
    answered
    togheter aswell, even if some of the points also has been brought up in
    another context.

    Also I think it add to the general overviewabilty of the answer, if the
    original indexing
    from the complaint was kept.

    I haven’t comented on the indiviadual points from the answer here, I think
    it would be
    smartest to sort with the issues above first, and then deal with the
    individual complaints
    later, if you think this would be alright.

    Hope that this is alright, and please tell me if there is anything else I
    need to take into
    concern, to get my answer in line with your complaint-procedure.

    Yours sincerely,

    Erik Ribsskog

    On 8/10/07, Kneale, Steve wrote:
    >
    > Sir,
    > Please find attached a response to the matters pertaining to Lifestyles
    > Fitness Centres and your recent complaint.
    >
    > Regards
    >
    >
    > Steve Kneale
    > Sport & Recreation Service – Facility Operations
    > Business Development Manager
    >
    > *Office location:*
    > 1st Floor, Lifestyles Everton Park
    > Great Homer Street
    > Liverpool L5 5PH
    >
    > Tel: +44 (0)151 233 6362
    > Fax: +44 (0) 151 233 6300
    >
    > Web: http://www.liverpool.gov.uk/lifestyles
    >
    > *Liverpool – European Capital of Culture 2008 *
    >
    > ______________________________________________________________________
    > DISCLAIMER:
    >
    > The information in this e-mail is confidential and may be read, copied or
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    > employer or service provider.
    >
    > This email has been automatically scanned for viruses and malicious
    > content by MessageLabs for your protection
    > ______________________________________________________________________
    >
    >
    >

  • Untitled Post

    10th August 2007 Enquiries: Steve Kneale

    Direct Line: 0151 233 6362

    Our ref. SK 10Au 07

    Mr. E. Ribsskog

    via e-mail.

    eribsskog@gmail.com

    Dear Eric,

    Thank you for sending us your comments dated 6th August 2007, that have fed into our ‘Have Your Say’ customer feedback system.

    Your communication raises a number of issues, some of which I understand have resulted in responses. However, if any of your previous communications have not been satisfactorily resolved or even responded to then please accept my sincere apologies. I will however try to address your concerns below.

    1. With regard your direct debit subscription to Lifestyles. I am aware of some problems you encountered. In November 2006 we installed a new It system into the Lifestyles centres that did result in a number of problems with collections. These are now resolved and I understand your account is in balance, as advised via e-mail dated 3rd July 2007.

    2. Within the Lifestyles Millennium we strive to provide a high quality service. We do employ cleaners who should not have entered the male changing areas when persons were present and we have changed the cleaning regime to stop this happening in future.

      Cleaning staff, together with the fitness instructors are required to clean all areas including the fitness equipment but not interfere with member’s enjoyment of using the centre.

    3. Lifestyles Millennium has been closed since 25th June and will re-open on Monday 13th August 2007 to allow essential repairs in the shower areas. Messages were put on the Wellness system and notices displayed in the facility for 2 weeks prior to closure in accordance with our customer charter.

      We have informed Liverpool Direct of updates and tried to keep the internet updated as we received feedback from contractors with regards the re-opening date.

    4. Members who used Lifestyles Millennium were reimbursed due to its closure and were informed in writing to their home address.

    5. All staff are expected to wear identity badges at all times. Although this does not denote their designation nor authority. Members should be encouraged to report any incidents to any member of staff who will attempt to resolve the matter or report it to a senior colleague. If you have any further cause to report a matter at our facilities I would ask you ask to speak with the duty manager. If you feel this is inappropriate at the time, please can you contact me directly, ideally by telephone to discuss at the earliest opportunity.

    I wish to thank you again for your valued feedback.

    If you remain dissatisfied with the response to your complaint, please contact me either via e-mail, telephone or in writing, where the matter can be escalated to a further stage.

    Yours faithfully

    Steve Kneale

    Business Development Manager

    Sport & Recreation Service

    steve.kneale@liverpool.gov.uk

  • Letter from the LGO, sent on 18/9.

    Letter from the LGO, sent on 18/9.

  • Untitled Post

    From: eribsskog@gmail.com Erik Ribsskog
    To: st3york@lgo.org.uk st3 york
    Date: Fri, 14 Dec 2007 17:26:38 +0000
    Subject: Re: 07/C/06289/RA

    Hi,

    well I’ve been waiting for the LGO to contact me back, like the letter from
    18/9 says.

    I’m not satisfied with the Councils action, since they aren’t even dealing
    with the right complaint.

    The LGO can’t expect me to exhaust the complaint-procedure regarding a
    complaint that I haven’t sent.

    The LGO should have contacted me back in November, since they write this in
    the letter from 18/9.

    So this is something I want to complain about.

    Because I’m not satisfied with the Council, since they aren’t dealing with
    the right complaint and don’t want
    to deal with the process in writing.

    I’m not going to meet with the Council to discuss another complaint.

    And I want the discussion to be in writing, like I’ve told the LGO in
    e-mails.

    I think that if the LGO write in the letter from 18/9, that they are going
    to contact me back in November,
    then they should do this, and not make up excuses later on.

    This is at how I see it, so I am not content with eighter the Council or the
    LGO’s dealings with this, so I’m
    wondering a bit on how I should go forward then.

    Thank you very much for your answer in advance!

    Yours sincerely,

    Erik Ribsskog

    On 12/14/07, st3 york wrote:
    >
    > Thank you for your email.
    >
    >
    >
    > As you are aware from Mrs Agnew’s previous letters to you your complaint
    > should be exhausted with the Council before referring it back to our office.
    >
    >
    >
    > The Council informs us that it offered you a meeting with Mr Kneale on
    > Monday 24 September and if it did not hear back from you the Council would
    > assume that the matter was closed.
    >
    >
    >
    > If you still wish to pursue this further you should contact the Council
    > explaining why you did not respond to its offer of a meeting. Mrs Agnew
    > has asked me to repeat to you that we would expect you to engage with the
    > Council on this matter.
    >
    >
    >
    > We will not contact you further – however can if you wish contact us once
    > your complaint has been exhausted by the Council if you remain dissatisfied.
    >
    >
    >
    > Yours sincerely
    >
    >
    >
    >
    >
    > *Debbie Hilton*
    >
    > PA to Rosemary Agnew
    >
    > Commission for Local Administration in England
    >
    > Tel: 01904 380201
    >
    > Website: www.lgo.org.uk
    >
    >
    >
    > NOTICE – This message contains information intended only for the use of
    > the addressee named above. If you have received this message in error
    > please advise us at once and do not make any use of the information.
    >
    >
    >
    >
    >
    >
    >
    > —–Original Message—–
    > *From:* Erik Ribsskog [mailto:eribsskog@gmail.com]
    > *Sent:* 12 December 2007 14:57
    > *To:* st3 york
    > *Subject:* Ref: 07/C/06289/RA
    >
    >
    >
    > Hi,
    >
    >
    >
    > I’m refering to your letter of 18/9, where you are writing that the LGO is
    > going to contact me back in
    >
    > November, regarding if I’m satisfied with the Councils actions, regarding
    > the complaint I sent you in
    >
    > August (5/8).
    >
    >
    >
    > I haven’t heard anything from you, so I thought I’d send an update.
    >
    >
    > The problem is that the Council don’t want to deal with this in writing.
    >
    >
    >
    > I think that, since I complained in writing, then I, since I started the
    > correspondence, can say that
    >
    > I please want this do be dealt with in writing.
    >
    >
    >
    > But the Council doesn’t want to deal with it in writing, so the process
    > isn’t getting anywhere.
    >
    >
    >
    > So I was wondering why you haven’t contacted me back in November, like you
    > write in the letter
    >
    > from 18/9, that you were going to do.
    >
    >
    >
    > So this is just a reminder regarding this.
    >
    >
    >
    > Hope that this is alright!
    >
    >
    >
    > Yours sincerely,
    >
    >
    > Erik Ribsskog
    >

  • LSC

    From: eribsskog@gmail.com Erik Ribsskog
    To: Legal.LSC@legalservices.gov.uk Legal LSC
    Date: Thu, 13 Dec 2007 17:09:10 +0000
    Subject: Re: Your e-mail

    Hi,

    thank you very much for your answer!

    But the Police, told me to go to the CAB, and then get help from a solicitor
    to bring the case
    up with The Crowns Court.

    The contact with the CAB led me to you.

    And now it doesn’t seem like I’m getting anywere with the process.

    Who should I contact regarding this, do you think?

    Thanks in advance for your help!

    Yours sincerely,

    Erik Ribsskog

    On 12/13/07, Legal LSC wrote:
    >
    > Our ref: KPL/MISC/07/07/70(8)
    > Date: 13 December 2007
    >
    >
    > Dear Mr Ribsskog,
    >
    > Thank you for your e-mail of 7 December 2007.
    >
    > I am not advising you to complain about a solicitor but giving you the
    > information should you wish to do so.
    >
    > You must understand that solicitors has the final decision on whether
    > they wish to take a case on and therefore, if they feel they do not have
    > the capacity to take your case on or that they do not wish to take your
    > case on, then they do not have to represent you. It is a solicitor’s
    > discretion on whether they accept a case.
    >
    > All I can suggest is that you continue to search for solicitors or
    > legal advisers using our ‘Find a Legal Adviser’ section of our
    > Community Legal Advice website, which is available by visiting the
    > website at http://www.communitylegaladvice.org.uk/. If you still do not
    > find a solicitor or a legal adviser that will represent you then there
    > is nothing much we can help you with.
    >
    > I apologise that I cannot be of greater assistance.
    >
    > Yours sincerely
    >
    >
    > Ka Poh Ling
    > Central Customer Services Unit
    >
    >
    >
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