Thank you. They have got back to me confirming the matter is now resolved but offered an opportunity to discuss any outstanding claims. I’m not sure what to do in this instance, any advice?
I was considering your earlier post and
@Pushpit 's response #25 before you posted this message.
It had already occurred to me that an option for you was to contact them (and I would do this in writing / by e-mail) to specifically cancel the Delay -Repay claim that you have outstanding which you indicate you are not entitled to - in order to give yourself peace of mind if nothing else. In that scenario you would not be writing to whoever has contacted you about suspicious claims, but to whoever deals with LNER D-R claims (is it customer services?). That's not to say they won't join the dots but if they do I'm not sure that matters.
I would not ring them about it because then there is the prospect of getting asked awkward questions in a conversation etc which is best avoided, but a simple e-mail or on line form submission (whatever LNER says to contact them with) saying along the lines of, and keep it very simple.
In any case I think if you did have
any outstanding claims that are not 100% legit it would have been unwise to leave them to progress through the claim system and accept the payment especially after what has happened.
eg
Dear Sir / Madam
For attention of the Delay - Repay clam section
I submitted a a Delay - Repay Claim in error* and the claim reference is xxxxxx.
I would be grateful if this claim can be cancelled
Yours etc
*= you could even remove the 'in error' if desired, so it's just a request to cancel a claim
and just put that with them
Depending on how they reply (eg if they promptly confirm it is cancelled for example - that would allow you -in a few days time - to respond to the recent message to for example inform them that you have no outstanding claims (or if you have several claims of which the others are legitimate you can say that in a reply - you can check your draft wording here with people)
before you do this I would wait a bit before acting to see what others think on this, but you could send a cancel claim request like my suggestion above later today to deal with that fairly promptly.
EDIT - I see
@Pushpit has cross posted with my post giving a further helpful view which is a slightly different approach. It would be possible to do both of these things of course, and others may have a view on whether that is worth while or not.
I'd still be tempted to do it all in writing (esp given the nature of the conversation you posted in your original post when you rang them). I never think it is advisable to have conversations (which are probably recorded for some purpose or other) in these sorts of situations, where if you write you can take time to get your wording as best it can be, including input on a draft from here, such a letter / message would of course be along the lines of the structure pushpit suggests. You could still make a formal request to cancel your claim as per my suggestion above and then reply as pushpit suggests later in a more carefully worded way.
I hope these thoughts help and good luck with it.
Whatever you choose to do remember to keep copies of everything they have sent you and everything you send them in reply - keep those long term if ever needed again. this is another advantage of not doing things by phone as you have a clear record of what was said that you can easily access.
