Insurance excess increased

Quentin

They may never respond!

But as you have no proof of posting, you will have to start again if they simply deny receiving your complaint when you escalate after 8 weeks of no response.

Send a copy of your letter and keep the POP!

Gavin_C

Quentin wrote: »

They may never respond!

But as you have no proof of posting, you will have to start again if they simply deny receiving your complaint when you escalate after 8 weeks of no response.

Send a copy of your letter and keep the POP!

Thank you for your advice once again.

Sadly, I do think you are probably correct in your first statement.
If so, I'll continue to follow your advice given in post #4 and will update as appropriate

However, you are not correct in your second statement/assumption. I do indeed have a PoP and I have an itemised telephone bill showing I called the company on 22 Sept. What is the point in expending more time, effort and most importantly money, if your first statement is their attitude anyway? We'll see if they respond in the next 4 weeks

Quentin

If you have a pop, then there are no probs!

(It was your mention of not using rd to send your claim which wrong footed me - pop is just as good!)

Gavin_C

6 weeks and still nothing.

Counting down the days and preparing my complaint to the FOS...

olly300

Gavin_C wrote: »

6 weeks and still nothing.

Counting down the days and preparing my complaint to the FOS...

The FOS probably won't take a year to respond to your complaint more likely about 6-8 months as your case isn't complex.

You do have it in your favour that you are using a broker. As if they refuse to co-operate with the FOS then the policy underwriter may decide to honour what you were quoted for.

I had issues last year with CIS who refused to co-operate with me to resolve the issue then in turn refused to co-operate with the FOS . In the end the issue resolved by Aviva who underwrote the policy.

bigmatt1174

The FOS may also wait for a final response before taking this on. I would contact the company again - send it recorded and state that you are disappointed with the lack of communication re the complaint that you lodged with them in September and that unless there is a suitable resolution that you will have no other option to escalate the issue to the relevant people.

Always stay as the "nice" person in these disputes - it is better and shows you in a better light (I have learnt this over the years!)

Gavin_C

Well the 8 weeks are up and still no response.

So my letter of complaint is in the post to the FOS, where hopefully my chances of a response will grow

Gavin_C

olly300 wrote: »

The FOS probably won't take a year to respond to your complaint more likely about 6-8 months as your case isn't complex.

Good news!

Got a letter from the FOS today, dated 23 November (but not postmarked until 27 Nov ).
They acknowledge receipt of the complaint and say they will reply as soon as possible - but within 4 weeks :T

Gavin_C

Today I have received a response from the FOS :T

Unfortunately it justs seems to add a further 2 month delay

Essentially the response says that the business concerned needs to sort this out and they have sent a copy of my compliant to the business concerned who now have a further 8 weeks to respond to me.
They have sent back all the documentation I originally sent the FOS, including the fully completed complaint form (now date stamped 19 Nov 2012) and a copy of my original letter of complaint sent to the business dated 22 September 2012.

The FOS finish off their response saying "We will take no further action unless you contact us again"

What is the point of the FOS? Shouldn't they be proactive in now getting me a resolution? I could be at risk for 5 months of the 12 month cover I purchased, and even then there is no guarantee the business will resolve this issue (they haven't done anything in the 3 months since I first alerted them to the issue)

forgotmyname

You seemed too eager to take it to the FOS.

You should give them more time. As above a recorded delivery letter worded official complaint. Was the original letter marked as such?

If you get no response from that then take it to the FOS. Stating that they have now not responded to 2 complaints.