Complaining to the Financial services ombudsman

Nednats

I wish to complain to the Financial services ombudsman about my car insurance company and how they have dealt with my claim.

I'm not sure how to fill in the form.

The section where you are supposed to give details of the complaint. How much should I write? How much detail do I give. I could sum it up i a few sentence but yet again i could write pages on what has happened.

What information should I gave them? Is it worth forwarding them a copy of everything I have sent my insurance company already?

Any help? thanks in advance

Annisele

Do you already have a final response or an '8 week letter' from the insurance company? (If you do, it'll say something along the lines of "if you don't like what I've just said / don't want to wait for me to finish my investigation, you have the right to go to FOS).

If you don't have a final response or an 8 week letter, FOS will just send back your papers - so it's worth getting one first.

Assuming you do have the final response, I'd use the size of the box on the complaint form as a guide for how much you should be writing. You don't need chapter and verse at this stage; you just need to give FOS enough to know what the problem is, what you think the firm should do about it, and what evidence (if any) you have to support your position.

Or, you could give FOS a call. From their website:

consumer helpline

Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm

0800 023 4567
calls to this number are normally free for people ringing from a "fixed line" phone – but charges may apply if you call from a mobile phone
0300 123 9 123
calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs
These numbers may not be available from outside the UK – so please call us from abroad on +44 20 7964 0500.

We'll be happy to phone you back, if you're worried about the cost of calling us.

Nednats

Thank for your reply.
Yes I've got the company's final response.
I have lots to say and I am edgar to say it. Is there a later stage where I get to submit more?

dacouch

What are the circumstances of the claim

forgotmyname

Get someone to check your spelling and typo's.

I think it makes a big difference to how they handle your claim if you appear intelligent, Dont make excessive demands. Clear concise details without excessive waffle and unrelated facts.

Just a fair outcome that you are willing to accept.

People wont really be able to advise you further without more details.

InsideInsurance

Personally would go for the (1) headline of what the complaint is (2) what actually happened (3) why you feel aggrieved (4) what resolution you want

Nednats

2) what actually happened (3) why you feel aggrieved

What actually happen is quite complex that why I'm asking the question in the first place. I don't really want to discuss my case on a public forum. I'm just asking questions about the process of complaining.

Do I write a short summary or did a write pages and describe in detail what happened? Do I have an opportunity to submit more later? Will they ask for more? Or should I provide everything now?

Parking_Trouble

Just call the FOS. They were very helpful to me.

At least write up the basis for your complaint and what you want from the insurer so that it is clear in your mind before you speak to them. Be very clear and concise and make sure you pick out the main points of or argument. Otherwise it gets long winded and loses its effect.

Gather any relevant evidence and pass it to the adjudicator for their consideration.