work friend is a bit stuck... help?

Little_Pickle

I thought I'd turn to you guys on this one..

Apologies if it has already come up before, but I couldn't find anything.

Okay the short version is that my work friend had to have her flat roof replaced (asbestos found).

Her insurance company took care of this and on the first day, the asbestos guys came over and took down the ceiling and put a new one up.

That was fine.

then another team of decorators came over to re-paint and replaster the walls and ceilings and also to artex the ceiling.

Basically the following has happened:
They have cracked the wooden floor in 2 places.

Artex is different from living room to rest of house - they won't change

water and or heat damage to dining table (large area)

broken hooks off of bathroom door

ruined next door neighbour's driveway and fence with paint / artex (and didn't ask to park there).

smoke alarms removed and now missing

Paint / artex on wooden floors / stair bannisters / staircase.

They have been back 3 times and each time the work is more shoddy and incomplete.
They can't understand my friend as they only seem to speak in Polish and simply nod and grunt when she says anything to them.

Insurance company are being equally as useless... not returning calls / sending back the same decorators when clearly they are rubbish.

Please could you help?
We need to know who to complain to (insurance company are not listening) and if any of you know a good place to find template letters?

Thanks so much guys!
LP
xox

[Deleted User]

You have to complain to the company in order to be able to go through the ombudsman.
good luck

mattymoo

Ask your friend if their insurance company used a loss adjuster to arrange contractors / decorators etc If so, she needs to get the LA back to the house and go through all the defects / problems with them and agree a solution. Ths is likely to be new contractors to put right the problems.

if no loss adjuster involved, friend should ask insurer to send their own claim representative around and start managing the claim and contractors as this is what she pays her premium for.