Halifax home emergency cover

Buster06

I have home emergency cover with our Halifax bank account and reported our boiler not working so we were without heating and hot water from 15th dec 2012 bearing in mind we have 3 young children.we were told to expect phone call on 15th but had nothing All day neither the 16th so I rang on the 17th.i was told that someone called on the sun but no card or phone message was left. Following many more phone calls to see when someone was going to get in touch,I was rang by an engineer day before New Year's Eve to be asked make and model of the boiler and I was told he was an hour and half away,he wasn't sure whether he would be able to find the nearest part place And that he had Four hour drive home after that. It is now the 5th jan and after visiting the bank personally they have made calls for me and was told the manager would call me try and resolve this. After speaking with a manager he apologised for all of this and wanted this sorting for myself as quickly as possible so he suggested I get someone in to do the work and they would pay for any work or repair if it mounts to no more than £250 because that is the most the insurance would pay out. I am disgusted at all of this and wondering what to do next.i did log in a formal complaint today,is this worth taking further?

Goldiegirl

Well, if you haven't had hot water and heating since 15th December, I think the priority is for you to get your boiler fixed.

They've suggested that you get someone to do the work, so I'd suggest you get the work done, get the invoice, and take it the Halifax manager so that payment can be made.

Once the boiler is repaired, I'd write a letter of complaint - they may make an additional goodwill payment.