Who to complain to about my car insurance???

TAF

My brother and I happen to have our cars insured, on separate policies, with the same company. Now he called them mid july to change his reg mark and the incompetent morons ( uk call centres before any one assumes otherwise) changed my reg instead, leaving both of us driving around for almost a month displayin registrations that are not on any insurance data base.
Now they claim to have not to have broken dpa, or any other fsa regulation... But I'm not convinced and unsure how to get the regulatory bodies involved, or even which ones deals with this!!! Is it fsa?
Any help greatly appreciated.

Quentin

You will find their complaints procedure set out in the policy dociments.

TAF

Thanks but its not their complaints procedure im after i want to report them to the governing body ie fsa? But im unsure how to go about it.

Quentin

Use their complaint procedure and you can escalate it if you are unhappy with their response

Dangermac

TAF wrote: »

My brother and I happen to have our cars insured, on separate policies, with the same company. Now he called them mid july to change his reg mark and the incompetent morons ( uk call centres before any one assumes otherwise) changed my reg instead, leaving both of us driving around for almost a month displayin registrations that are not on any insurance data base.
Now they claim to have not to have broken dpa, or any other fsa regulation... But I'm not convinced and unsure how to get the regulatory bodies involved, or even which ones deals with this!!! Is it fsa?
Any help greatly appreciated.

That's pretty poor, but I guess none of us are infalible, and mistakes can happen.

Have they resolved the matter satisfactorily - i.e have they switched back the registration numbers?

What is your ideal outcome of the complaint?

DM

molerat

Did you not notice the change of car when you received the new docs and query it ?

InsideInsurance

The FOS would deal with it as a consumer complaint but only after the insurer has issued their final response to the complain or 8 weeks have passed (whichever is sooner).

If you believe the DPA has been breached then you can raise a complaint to the ICO but again they will expect you to have first complained to the company in question and given them reasonable opportunity to resolve it (though less prescriptive than FOS in terms of what that means).

ILW

TAF wrote: »

Thanks but its not their complaints procedure im after i want to report them to the governing body ie fsa? But im unsure how to go about it.

Why do you want to report them, is the matter not now resolved?

TAF

Matter is not resolved as far as im concerned! They charged my brother admin fees for sending out a new insurance cert with amended details and they didnt even send it! sent him a renewal for next year with his private plate still on it, then he rang to query them. Its just luck we found out they didnt have a clue and would have carried on as it was.
I have escalated it further with the insurance and my brother is making a separate complaint and my brother has done the same.
Insurance company have apologised and are now saying the mistake they made is regrettable, but didnt brake and rules they have to abide by? That just got me pee'd right off.
All it would have taken is one copper to pull me over out of office hours and thats my car taken off me and me left to make my own way home like ive broken the law!

TAF

InsideInsurance wrote: »

The FOS would deal with it as a consumer complaint but only after the insurer has issued their final response to the complain or 8 weeks have passed (whichever is sooner).

If you believe the DPA has been breached then you can raise a complaint to the ICO but again they will expect you to have first complained to the company in question and given them reasonable opportunity to resolve it (though less prescriptive than FOS in terms of what that means).

Useful info, thanks

Fae

I used work for an insurance company dealing with complaints, so as others have already said, you will need to complain to the insurance company first as the FOS will not deal with it until you have had a final response from them.
You can request a copy of the complaints procedure from the company, or it should be in the info you received when you took out the policy.

The insurance company have to respond within 8 weeks telling you if they have looked into the complaint or if they need further time to resolve it, If you don't hear from them within 8 weeks, or they issue a final response and you are not happy with it you can then complain to the FOS.

This is a great link to the FOS about complaints, and if you need help making the complaint it is worth ringing them, they are really helpful, including if you want advice on how to complain to the insurance company.

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

From the point of view of someone who has handled complaints, I always found it helpful if the customer told me how they would like me to resolve the complaint, i.e. an apology, some form of compensation etc, I'm not saying you will get what you ask for, but it really helped me to reslove complaints quicker where the customer knew what they wanted.


Good luck
Fae