Resolution form

Part 1:

Alison Lobb

Morecrofts
Solcitors

Ground Floor,
Tithebarn House, 1-5 Tithebarn Street, Liverpool, L2 2NZ.

Solicitors
reference: I called your office last week, and I was at your office
today,

agreeing that
I would send this resolution form to your companies e-mail address.

My name:

Erik Ribsskog

Flat 3

5 Leather
Lane

Liverpool

L2 2AE

Phone-number:
0151 236 3298.

Mobile: 0775
834 9954.

Part 2:

The person
dealing with my case is or was:

First it was
Eleanor Pool who dealt with the case as a duty solicitor from
Morecrofts

on the
meeting in the CAB on 27/2.

Then, after I
agreed with Pool on that I would pay for the case with a payment-plan

type of
founding, then the case was dealt with by Mr. Milletts secretary
Samantha,

on behalf of
Mr. Millett.

My complaint is:

1. Pool told me on 11/4
that it would be ok for me to pay for the case with a payment-

plan type of founding.

Yet, when Samantha called
me on 24/4, (after I had called Pool earlier that day to

ask why noone had called
me about a meeting, like we had agreed on when I went

to Morecrofts on 11/4),
she said that I first had to pay Morecrofts £250, before I
could

get to speak with Mr.
Millett about the case.

I told Samantha, on the
phone on 24/4, that this was not what I had agreed with Pool.

I told Samantha that Pool
had said it would be ok with a payment-plan type of founding,

but Samantha said that it
wouldn’t be possible with a payment-plan.

I said that I needed some
more time to think about this, and after this phone-call, I

have been in contact with
the Law Society and others, to get advice on how to deal with

this situation.

I’ve also been in regular
contact with Samantha after this, to update her about what I’ve

been doing to try to sort
with the founding, and more, regarding the case.

I took some weeks for it
to get clear to me exactly how I should go forward to complain

about this approperatly,
but last week, I recieved a Resolution form from the Law Society,

and I called your
reseption on 18/5, asking for the name of the solicitor who deals
with

complaints, and also
informing on that I would go to your office this week with the

resolution form.

I asked the reseptionist
to inform Samantha about this, and also asked her if she could

inform the other persons
in the company that she thought needed to be informed about

this.

Complaint 1A: I would like
to complain about that I was promised by Pool on 11/4 that the

case could be payed for
with a payment-plan founding solution, but that Samantha

later told me that the
case couldn’t be payed for with a payment-plan founding solution.

I think that when Pool
tells me that this is ok on 11/4, then what she says as a

representative of
Morecrofts is binding for the company, and then it shouldn’t

be changed later by the
company.

Complaint 1B: I would also
like to complain about that even if I told Samantha that

I had agreed with Pool on
11/4 to pay for the case with a payment-plan founding

solution, Samantha still
insisted on that this wasn’t possible.

I think Samantha
shouldn’t have ignored what I was saying. And if she didn’t trust me,

she could have checked
this with Pool, and got it confirmed that we had already

agreed on that I could pay
for the case with a payment-plan solution.

2. When Samantha called me
on 24/4, she said told me that she had been trying to

call me on my mobile three
times since 11/4. (To set up a meeting for me with Mr.

Millett, must have been
the reason for her to call me. I agreed with Pool on 11/4,

that someone from your
company would call me to set up a meeting with Mr.

Millett about the case.)

Since I was in contact
with the police in January, (and also started applying for new jobs

etc. in January), I have
been carefull with having the ring-tone level on my two mobile-

phones on a high level, so
that I shouldn’t miss calles from new employers, the police

etc.

(And I try to use my
newest mobile for buisness-calls, but I might have given Pool the

number to my old mobile on
the meeting at the CAB on 27/2, since it got a bit stressful

in the meeting that day,
since the meeting was only scheduled to last thirty minutes,

and I wasnt aware of that
untill the thirthy minutes had passed, so it could be that I

gave her the number to my
old mobile, from old habit, when Pool asked me for my

contact-information).

But because I had taken
care to have both the phones switched on, and also have

the ring-tone volume-level
on loud on both mobiles, then I found it very unlikely that

I would manage to miss
three phone-calls from Morecrofts between 11/4 and 24/4.

So I asked Samantha if she
had been calling from the number that are on your

letters, and first she
didn’t answer, she just asked me why I was asking so many

questions.

I answered that I was
really only asking one question, and then she answered that she

had been calling from that
number.

After the call, I checked
the call-registry on both my mobiles, just to be 100% certain,

but I couldn’t find any
calls from Morecrofts on any of the call-registries.

Complaint 2A: I would like
to complain about that noone called me from Morcrofts to

set up a meeting about the
case, even if Pool on 11/4 said that someone would.

Complaint 2B: I would like
to complain about that Samantha said that she had tryed

to call me three times
between 11/4 and 24/4, on my mobile, but this can’t be right,

since on my there haven’t
been any calls from Morecrofts to any of my mobiles, in

this periode.

3. On the meeting with
Pool on the CAB on 27/2, I wasn’t informed on that the meeting

only lasted thirty
minutes, untill Pool informed me about this when the thirty minutes

had passed.

Complaint 3: I think Pool
should have informed me on that the meeting only lasted

thirthy minutes, before
the meeting started, then it would have been possible for

me to plan which things I
wanted to bring up in the meeting, in a way so that

I could get the most
imortant things brought up before the meeting had ended.

4. In the meeting on 27/2,
Pool adviced me on telling the details of the case to

the jobcentre, who then
would have given it on to my old employer.

(This was regarding a
question-form that the jobcentre had sent me, and which

they only gave me a week
to reply on).

Since I wasn’t aware on
that the meeting only lasted thirty minutes, untill the

thirty minutes had passed,
the meeting got a bit stressful at the end.

I only had a couple of
days left to deliver the answer to the jobcentre-form or

else I could have lost my
allowance, since I was unemployed at that time.

So I reckoned that
this was about the only chance I would get to get advice

on how to answer the form,
since I reckoned that it would take more than

a couple of days to
arrange a new similar meeting.

So I asked if Pool
could have a look at the form before we ended the meeting.

Then Pool advised me
to answer the questions to the job-centre.

Complaint 4A: I’m not sure
if Pool should have adviced me to answer the

questions to the
job-centre, since those questions were about the same

things that were covered
about the case.

So, I think that, since
that I from November last year, have been in contact

with the police, the CAB,
and your company about this case in which

these questions are dealt
with, then I think that these questions shouldnt

been dealt with at the
jobcentre, or other places, untill the legal-process

that I started by
contacting the police in Novemeber had ended.

Complaint 4B: I’m not an
expert on this, but this is how I see this after thinking

more about this. I reckon
that Pool should maybe have set up a new meeting

to disuss the rest of
issues that we didn’t have time to disuss on the first

meeting. (I’m not an
expert on how duty solicitor meetings should be

arranged, but I reckon
that if I want to find out if this was done right, I should

write it in this form
now.)

5. I didn’t know anything
about legal-aid and how the other different founding

alternatives (payment plan
etc.), for cases that was sent from the police,

via the CAB, to a duty
solicitor, untill the weeks after the meeting on

the CAB on 27/2.

Complaint 5: I think that
I should have been informed on in the meeting

at the CAB on 27/2 that
Morecrofts only accepted founding from private

founds (and not from
legal-aid).

I didnt get aware of
this untill Pool told me this when I went to your office

on 19/3.

I think that since this
was an employement case, I should have been

informed on that it wasn’t
possible to pay for the case by legal-aid.

6. When Samantha called me
on 24/4, I remember that she kept

interupting me all the
time while we were speaking about the case

and the things regarding
the case.

At the end of the call I
explained to her that I fould it difficult to comunicate

with her, when she kept
interupting me all the time.

I got her to agree on that
we should try to speak only one at the time

for the rest of the call,
and we managed to do that for the remainding

one or two minutes of the
call.

Complaint 6: I think that
it shouldn’t be necessary to make special

agreements about that one
should interrupt eachother during a call.

I think people working for
legal firms, and that are used to dealing

with members of the puplic
regarding legal cases, should know this

from before.

So I would like to
complain about this anyway, even if it went fine with

the call for the last one
or two minutes.

7. When I called Samantha
on 11/5, I explained that I had tryed to call

her earler that week, and
that I had left her a voice-mail etc.

Samantha said that I could
have called her the day before, that she

was in then.

But I had try to call
her the day before, and the reseptionist had told

me that Samantha wasn’t in
that day.

Also Samantha told me that
I should have left her a voice-message,

even if I did this when I
tryed to call her on 9/5.

I had also told the
reseptionist to tell Samantha that I had been trying

to call her on 10/5.

On 8/5 I also tryed to
call Morecrofts on the number that is on their

letters, at around 3.30
pm. (I tryed to call at least twice around that

time on your main
phone-number, 0151 236 8871).

Complaint 7A: So I’d like
to complain about your company not answering

the phone on 8/5, and on
Samantha saying that I should have left a

voice-mail when I had done
it, and on Samantha saying that she was

in on 10/5, when the
reseptionist had told me that she was not in.

I think one incident like
this could be accepted, but when there are

three incidents like this,
just to get in contact with a person in your

company, than I think
isn’t really acceptable.

Also in the conversation
with Samantha on 11/5, I had to keep telling

her to please slow down
the speed when she was speaking.

She was speaking very
fast (and with an accent), so it wasn’t possible

for me to understand what
she was saying, much of the time.

And even if I repeatedly
asked her to please remember that I wasn’t

British, and to therefore
please speak a bit slower, she kept ignoring

me and kept on talking
very fast.

(When I studied at the
University of Sunderland, I took a test that for a

large part was about
understanding spoken English. And I got a good

result on the test, so I
didn’t need to take English classes to follow

the lectures at the
universityl. But when I spoke with Samantha on

11/5, I didn’t have a
chance of understanding large parts of what she

was saying. I usually
don’t have this problem at all when speaking

with English people).

Complaint 7B: I think a
person working with customer in a legal firm,

should try to make an
effort to speak in a way that is easy to understand,

especially if one are
asked to please speak slower many times by

the customer calling.

Part 3

I am happy for you to deal
with my complaint in writing.

I would like the following
to sort out my complaint:

I am seeking further
advice on how to get the case out of the situation it is

in now (regarding the
finance), and this is the most important thing for me,

to get the case
progressing in an appropriate way, including with the founding.

I think that I would
please like to have another contact in your company if

thats possible, due to the
comunication-problems explained in complaint

number 1, 6 and 7.

I also think that the
other issues should be dealt with approperatly.

PS.

Like it says in the letter above, Morecrofts, don’t accept founding, from the Legal Aid programme.

Yet, the CAB, set me up, with a meeting with Morecrofts.

Why would I go to the CAB, to speak with a law-firm, that don’t accept founding, from the Legal Aid Programme?

It makes no sense to me, at least.

The Police sent me to the CAB, to speak with a Duty Soclicitor, to get help with the employment-case, against Arvato.

I told the Police, that I had to register as unemployed, since I was constructivly dismissed, by Arvato.

I went to the CAB, and they set me up with a meeting, with a Solicitor-firm, that don’t accept founding from the Legal-aid programme, but only accept that the customer pays themselves.

This makes no sense to me.

If I had a lot of money, then I wouldn’t have had to go to the Law Society, then I could have checked the yellow pages, and contacted a law firm there.

The Police, just told me to go to the CAB.

And that the CAB was ‘government’.

I hadn’t even heard of the CAB, and had no knowledge of the British legal-system.

So I’ve been just fooled, by everyone, the Police, the CAB and Morecrofts, and the Law Society, I have to say.

So that’s how this is.

We’ll see what happens.