Citizens Advice Q&A Issue 6

I purchased goods online from a well-known retailer and received an email with a tracking number from the courier.  I then received notification that my parcel had been delivered and this included a photo of a front door that is not mine!  I contacted the retailer who told me to contact the courier company.  I have tried this but it is impossible.  What can I do?

It is the seller’s responsibility to ensure you receive your goods.  When the retailer uses a courier service and there is an issue, it is their responsibility and not yours to contact the courier.  If your parcel was not delivered to the agreed location and you did not agree to a neighbour taking delivery then it is the seller’s legal responsibility to resolve the issue.  It looks like you will need to write to the seller as a first step towards trying to recover your order, getting your money back, or receiving replacement goods. If you need help going about this, you have the option of contacting Advice Direct Scotland’s Consumer Service on freephone 0808 164 4000 for support with your next steps.


I am looking to access my private pension as I am about to turn 55.  I contacted my pension provider but it is really confusing as there are so many options.  Can the bureau provide advice on this?

The bureau cannot give financial advice on pensions however we would suggest making an appointment with Pension Wise. They are a Government backed guidance provider, Pension Wise can offer free and impartial guidance on your pension options. To make an appointment with Pension Wise you can call  0800 138 3944 or visit


I requested a week’s annual leave from work six months ago which was approved by the manager at the time.  We now have a new manager who told me I can no longer have this time off.  I have already made arrangements for this time off which is soon and I am wondering if he can do this to me at such short notice?

Your employer must give you at least the same amount of notice as the length of the holiday you want to take. If they don’t, you’re entitled to take the holiday and be paid for it. So, if the new manager gave you less than a week’s notice that you couldn’t take your holiday, this would be unlawful. You should explain to them that you think you’re entitled to the holiday because you gave the right notice and think they haven’t given the right notice to refuse. If you’re right, they have to pay you for the holiday and shouldn’t penalise you in any way for taking it – but it could affect your working relationship.

Even if you have been given more than a week’s notice of the holiday being cancelled, this is at best just very frustrating, but could also be leaving you out of pocket if you have planned to go away. Again the starting point is speaking to management informally to try to resolve this issue. The problem is, if your employer has given you sufficient notice of refusal for annual leave and you still go ahead with your holiday then this will likely be considered misconduct.  Therefore, if you are unable to resolve this issue informally, we would suggest that you contact our employment adviser to discuss further.  You can contact us by calling 0141 889 2121 or emailing