Saga Car Insurance

Butterfli

I have a big complaint to make re treatment by this company and I want to make it an inhouse matter initially.

Can anyone point me in the direction of the Head Honcho to contact?
I need a name of Financial Director/Complaints ????

gazza975526570

I have been working in the financial sector for 10 years + and i would suggest finding the name of the chirf executive and adressing it to him/her. (a quick search should find this for you on their corporate site)
Send a letter addressed here and the vast majority of companies in my experiene will endeavour to resolve your concerns to your satisfaction and will at least get a response. Keep copies in case you then wnt to go to the IOB

Mikeyorks

You're basically wasting your time looking, I'm afraid. CEO's / Financial Directors et al - employ people to look after complaints. And your letter will be intercepted long before it gets to the 'head honcho' - as you term it.

Address it to the Customer Service Manager - and put a bold heading of 'Formal Complaint' on the letter. If you address it here :-

The Saga Building
Middelburg Square
Folkestone
Kent
CT20 1AZ

..... you'll get a response.

gazza975526570

Mikeyorks wrote:

You're basically wasting your time looking, I'm afraid. CEO's / Financial Directors et al - employ people to look after complaints. And your letter will be intercepted long before it gets to the 'head honcho' - as you term it.

C'mon surely no-one thought the CEO of a company is going to be personally responding to complaints?!

I was saying that by writing here the CEO office will have a tracking mechanism in place to ensure (probably a Team Leader or senior tech) an appropriate response is sent. From working within large insurance companies this is the best way to progress your concern indeed one would go out of their way to make any CE complainants happy.

Mikeyorks

gazza975526570 wrote:

I was saying that by writing here the CEO office will have a tracking mechanism in place

If they're any good ... they will have a tracking mechanism in place to ensure any complaint, no matter how addressed, is filtered to the complaints specialists. And if they're any good .. a nominated Director will see all responses going out.

Doesn't change the fact that addressing it to the CEO - marking it Personal etc etc -- only makes you feel good! It doesn't generally alter the route it will take in the company / who answers it / and the response (based on policy) you will get.

And why would you think 'large Insce companies' have a different complaints 'model' to Banks / Bldg Societies / Govt depts etc. They all have a large customer base - so all face similar requirements to handle complaints efficiently. In my experience - getting it to the complaints specialists in an organisation is far more productive than 'aiming for the top'. If anything - the latter tends to be a bit counter productive.

gazza975526570

Mikeyorks wrote:

If they're any good ... they will have a tracking mechanism in place to ensure any complaint, no matter how addressed, is filtered to the complaints specialists. And if they're any good .. a nominated Director will see all responses going out.

sorry mikey but thats a very simplistic view to take as to how companies deal with complaints.

Yes all companies should deal with ANY complaint effectively but we all know a lot of people that work in call centres are students filling time until they progress their careers. ( now before anyone goes ballistic i know from experience there are some fabulously commited folk who work there but equally some who dont give a damn)

To the OP i feel you would be more likely to have your concenrs adequately addressed rather than just responding to the cust service/cust retention teams.

let us know how you get on and what your concerns are

Astaroth

gazza975526570 wrote:

C'mon surely no-one thought the CEO of a company is going to be personally responding to complaints?!

Cant speak for other CEOs but ours does actually physically read and sign off every complaint letter/ response sent to them. They have a team of 5 people who actually investigate the complaints and write the responses then the CEOs MA (or PA if the MA is too busy) reviews them, if he is happy it then goes to the CEO.

Dont think that anyone thought that they would be the one digging through the archives trying to find the claim file but they do realise that 90% of the time it is the best way to ensure that firstly the complaint is properly handled and secondly the issue is raised to senior management who can then, if they choose to, stop things from happening again. Saying that there are times when it doesnt work like when I wrote a letter of complaint about a customer service manager to the CEO of a company and then got their formal response from the very CSM that I was complaining about.

HARTLAND_3

The Chief Executive is
Mr Andrew Goodsell.

I wish you well with your complaint.

Grumpy_John_2

In answer to your
" Address it to the Customer Service Manager " - That might as well be the Tea Boy.

and if you put a bold heading of 'Formal Complaint' on the letter, They are sure to file it, under printed waste.

I have addressed two recorded letters to here :- The Saga Building,
Middelburg Square, Folkestone, Kent, CT20 1AZ

AND NO ! ..... you will NOT get a response. :mad::mad::mad::mad::mad::mad:

Mikeyorks wrote: »

You're basically wasting your time looking, I'm afraid. CEO's / Financial Directors et al - employ people to look after complaints. And your letter will be intercepted long before it gets to the 'head honcho' - as you term it.

Address it to the Customer Service Manager - and put a bold heading of 'Formal Complaint' on the letter. If you address it here :-

The Saga Building
Middelburg Square
Folkestone
Kent
CT20 1AZ

..... you'll get a response.