Budget Insurance - auto-enrolled with NO warning!

ellybelly3

Hi, just need to vent and also ask for advice.

My home insurance is with Budget, received an email on 19th thanking me for renewing my policy - first I've heard of it!

No previous emails advising me it was even up for renewal (and to be honest, I never even think about it until I get a renewal reminder each year).

According to the first customer services guy at Budget, the email went to the 'Budget Self Service Centre' which is like an online account, but there was nothing showing there (and who would go and check there anyway?). According to the second advisor, they reckon the self-service centre should have forwarded the emails to me, but I received nothing and there were no message in my spam.

So, time to complain. BUT even though it's an 'online policy' (and they charge the customer £5 for sending any paper letters) there's no way to complain online ???

The Budget website states:

If you have a complaint about our service or your policy, please contact us:

By telephone:
Please ring 0344 412 2118 and you will be put through to the Customer Service Team. We will attempt to resolve your complaint within 24 hours. If this does not happen we will agree the next step with you.

In writing:
Please address your letter to:
Customer Relations Manager, Fusion House, Bretton Way, Peterborough, PE3 8BG

Should you wish to use an alternative means of communication, we are happy on request to correspond with you by e-mail, or fax.

So, I phone the said number, and they say they can't deal with a complaint over the phone - it has to be in writing. I 'request' the email address but again no, they don't even know what it is??? :mad:

Sorry, I may be getting a bit stressed about this, but how hypocritical can you be?

Has anyone managed to get an email address for Budget? Or even get a complaint resolved without writing? Maybe I should charge Budget £5 for sending a paper copy of my complaint?

Ok, rant over. If anyone has any tips (other than anger management classes) I'd be most grateful :rotfl:

Thanks,

Elaine

p.s. I would like to add that the customer service advisors were both really nice and tried to help, so nothing personal!

Quentin

Although a complaint is a complaint (verbal or written), you are best off sending a written complaint to the address they have given.


You will have a paper chain you can refer back to if they ignore you.


Head the letter "complaint " and send it via a post office and get a (free) certificate of posting - and keep a copy of the letter.


Then if you are unhappy with the reply or they ignore you for 8 weeks you can escalate to the FOS for their adjudication which will be free of charge to you

forgotmyname

Did you get cover elsewhere or not require insurance anymore?

magpiecottage

According to the Financial Services Register, you can send a complaint to aidan.dale@bglgroup.co.uk

EdGasket

Strange because Budget Insurance reviews come out better than a lot with 'excellent customer service' quoted:

http://www.reviewcentre.com/reviews66990.html

"very good helpful call centre staff and excellent value for money would definitely recommend to family and friends…"

3.2 out of 5 is not bad at all for ReviewCentre; most insurers are on less than 2 out of 5.

Quentin

EdGasket wrote: »

Strange because Budget Insurance reviews come out better than a lot with 'excellent customer service' quoted:

http://www.reviewcentre.com/reviews66990.html.......

.

Maybe the reviews need scrutinising!


Budget constantly comes bottom of the list when Which? reports on insurers.


(They are really BISL and use lots of "respected" brand names (post office/rac/m+S etc ) but doubtful you'll find anyone from the industry extolling them!)