I am a student and took a short-term job at Waitrose, which I had worked for several times before.

I received online an undated offer of employment stating that the start date is to be agreed but showing a termination date, a rate of pay of £8 per hour and contractual hours for five days a week.

The branch subsequently phoned me and asked if I could start as soon as possible and I agreed. I arrived at the store at 8.45am, my start time on Sundays as shown on the offer of employment.

I saw though on the rota list that I was down to start at 10am or 11am, I can’t remember which. It all seemed a bit disorganised so I decided to keep a record of my start and finishing times on my phone.

I worked for three weeks, five days a week, and later received a cheque for £947.76, which I banked. Then I received a letter from John Lewis saying I had been overpaid and asking for a repayment of £864.08. It threatened legal action.

ES, North of England

You contacted Waitrose on numerous occasions and it seemed it had thought you had worked far fewer hours than you had. Nothing changed and then, presumably, you ran out of steam.

It was your grandfather who encouraged you to approach me. When I contacted Waitrose it looked into this properly and admitted that there had indeed been an error in the way your time cards had been completed. It stated that you did not need to pay back any of the money.

It said to me, “We’re very sorry to E. This should have been resolved sooner. While it would never be right for us to discuss details of a person’s pay we can confirm this matter has been resolved.” I am presuming there has been some allowance for a goodwill gesture.

After this it was your grandfather rather than you yourself who wrote to thank me.

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