Received a letter from RLP demanding £175

[AdventureG]

I’m 30 years old and from the UK.

A few weeks ago, I was shopping in Waitrose when I was approached by a security guard. I was a bit confused, but they asked me to follow them to the back office. Once there, they told me they had seen me not scan an item. I asked what item they were referring to, and when I took everything out of my bags, we found one item that hadn’t been scanned and wasn’t on my receipt.

I was genuinely confused and explained that I didn’t realise it hadn’t scanned — I assumed it had, since the self-checkout usually detects a weight mismatch if something isn’t scanned properly. They insisted that I knew what I was doing and said, “it’s done now.” I honestly didn’t realise the mistake.

They then asked for my ID and name, which I provided. I was told I was banned from the store but that nothing else would happen and the police wouldn’t be informed.

However, today I received a letter from RLP stating that I owe £175 for “disruption to the client’s business.” It does also state that this incident happened in Waitrose. This has really upset me — I’m already struggling financially, and now I don’t know what to do. On top of that, they’ve even spelt my name wrong on the letter.

What should I do in this situation? I genuinely didn’t realise I hadn’t scanned the item, and now I’m having to deal with this. Any advice would be appreciated.

[PallasAthena]

Don't pay them. Their claim has no recognsed legal basis and they aren't entitled to the money. Nor, despite what their letters suggest, can RLP take you to court.

Just ignore them. You will receive more letters from RLP making scary-sounding but empty threats. Ignore them all. Eventually they give up and the letters stop.

The only things you should not ignore are a formal "Pre Action Protocol Letter of Claim" issued by Waitrose themselves or their solicitors [not by RLP] under UK rules of civil procedure [aka a 'PAPLOC'] or any document from a court but that's so unlikely to happen it's not worth worrying about.

There's an entire Forum on here devoted to RLP, have a read of it and the repeated advice given to ignore them. No-one has ever come back here and reported that court action was taken against them.

Civil Recovery - Retail Loss Prevention - LegalBeagles Forum

[AdventureG]

Thanks for the response.I’ve also posted this on Reddit, and a lot of people are saying that I should just pay it, otherwise it could get worse or even lead to a CCJ. I’m feeling a bit anxious about it because I usually just pay fines or penalties to get them off my mind, but this one feels a bit too steep — and it honestly wasn’t my intention to steal.

[PallasAthena]

Pay it if you want to, it's your money. But I wouldn't, especially if I was in your position and struggling financially. They aren't entitled to it. And from what you say you had no intention to steal, you weren't shoplifting, you haven't committed a crime, and Waitrose have lost nothing, so why pay that bunch of chancers a penny?

The reddit advice is ill informed.

Firstly it isn't a fine or a penalty. RLP can no more issue a fine or penalty than I can. They have no legal powers at all. Only a magistrates court could fine you after a criminal prosecution by the police and a conviction and you know that isn't going to happen because Waitrose told you they will not be reporting it to the police.

It could only lead to a CCJ IF Waitrose brought a civil claim against you in the small claims court AND they won their claim (which they probably wouldn't) AND you failed to pay the amount of money ordered by the judge within 30 days of the court hearing. Only then would a CCJ be issued.

But in the highly unlikely event it went to court you would pay it before that stage and not get a CCJ.

The only 'getting worse' that is going to happen is that you will receive more scary but toothless letters from RLP. Our advice on here is always to ignore them. But it's up to you.

[echat11]

What you have received is a speculative invoice, there is no breakdown of their costs.
Everything is budgeted for in their 'business model' i.e. security, employees etc.
As for “disruption to the client’s business” the thing is that's what customers do.
Nothing is going to happen, just more and more desperate letters.

If your struggling financially there is help out there.

[AdventureG]

You’re absolutely right. At the end of the day, I did try to pay for the items that weren’t scanned when they took me to the back, but they refused to accept payment. The security guards also insisted that my details were only being taken to ban me from the store and that nothing else would happen. Bloody bunch of liars. I’ll follow the advice here and keep you all updated. Thanks again.

[PallasAthena]

Did they take the item off you? Was it something they could just put back on the shelf and sell?

If so then Waitrose have lost nothing.

[AdventureG]

Yes, when the item was taken off me after they emptied my bag out, i initiated to pay for them straight away but they did not let me.