Letters to Jessica: How can I get Parcelforce to pay compensation for damaged package? You filed a claim on the Parcelforce website, which you found hard to do, partly because the options did not exactly fit into the scenario. The nearest you could get was a damaged goods claim. So you filled in a box detailing how the damage had occurred. You claimed for replacement of the instructions and your money back on the grounds that Parcelforce had breached the delivery contract through the driver's actions. All sorts of information was needed including an invoice for the replacement value of the goods at cost to you. This, after figuring you would have to go to the relevant town, which would take four hours, and would need to buy paper and access a disc, you put down as £280. This was rejected and then an invoice was requested from a printing firm, which you submitted as £9 plus the courier cost to your offices. Action did not materialise. More than two weeks after my involvement, the £13.80 for the instruction manual compensation was sent at last. £20 was promised but did not come. More than two weeks after my involvement £17.50 was paid for the instruction book followed by £20 for goodwill. The last laugh This is rather like a complaint in reverse as my problem against the Halifax is on behalf of a person I have never met and do not know. I have a little-used credit card with the Halifax and recently had cause to check online the balance and scheduled payment dates. After a brief struggle - my fault with passwords - I gained access to my account, when to my amazement I was given access to the account of a total stranger. You will see the detail in the copy of my letter to Halifax but in simple terms there were deposits of about £7,000 to which I appeared to have unlimited access. In view of what I considered to be a most serious situation, I rang Halifax on the numbers provided on the credit card statement and, after the usual problems of automatic switchboards, eventually spoke with a real person. She also regarded the problem as serious and said the matter would be investigated, and I requested that I should be informed of the conclusions. She agreed. In order to give a reference point to the incident, I also wrote a letter which was also sent by email to the security arm of Halifax and an automatic response was received. I made three further phone calls and spoke to four people. It became obvious that my credit card record did not have the details of the "incident" so it meant that long explanations were involved and I have spent the best part of two hours at my expense on the phone. Not a single call back. I was so incensed at the lack of response from Halifax that I have written to the person at the address and explained that I had free access to her account. CC Derbyshire It turns out that the information you could see was on a demonstration account displaying details of an invented customer. This comes up through a link on the same page which you log into to get to internet banking. You say you would expect it to be more obvious that it was not genuine with, say, "A Non" as the name and "Any Place" as the place. The address, though, was deemed to be "Advert Avenue, Islington," which you say could have been bona fide. A date of birth was shown and so on. Of course, had the letter you sent to the lady who never was boomeranged back to you courtesy of the postal service, you might have picked up on the fact that things were not as you thought. You remain disillusioned that the bank did not enlighten you sooner. The bank does acknowledge that it did not deal with your complaint as quickly and efficiently as it might have done. This, I suspect, may be because it did not entirely understand what it was about. However, the tables then turned in that Halifax now registered the same complaint twice. As a result, it then doubly compensated you, paying first £80, with £40 for goodwill and £40 for inconvenience, and then a further £75, this time made up of £50 for the upset and frustration and £25 for your call costs. So all in all you have done rather well out of this. The £155 recompense will probably be enough to salve any blushes you may have over this.