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Problem with Heating/Boiler Cover
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Banquo21
Posts: 83 Forumite
A brief introduction I live with my wife, 11 year old daughter and 8 month old daughter. Our central heating system had a computer fault around a month ago. We have cover with *********. I called them out and a sub-contractor working for *** came out and fixed it. However within half an hour of him leaving the fault reappeared.
Another man came out and looked at it. He thought he might have to flush the whole system. He did this but unfortunately this didn't work either. Another expert came and thought it would be prudent to replace the whole motherboard. I kept ringing and explaining we have no hot water and we have a 8 month old baby in the house and things are starting to get difficult, they said they understood and would be rushing the order through. The part was ordered and after two days he came and installed it only to discover it was the wrong board. It was after this I decided to make a complaint.
My complaint was handled by a very professional and personalable man who apologised telling us he knows ******** have let us down badly. A cheque for £150 would be forthcoming for my families inconvenience. The new part was promised it would come within a few days. Bear in mind we had no hot water or heating now for two and a half weeks.
Anyway after various phone calls between me, my wife, Homeserve and HES (the sub-contractor) it became obvious that the part would not be here within a week. I could understand this it might have been a tricky part to get hold of. What annoyed us, however, was the constant promises of "I will ring the stores in the morning when they are open and call you back" these callbacks never came.
My contact at the complaint centre had by now opened the complaint again promised that he had escalated it up to senior management and they would be on touch soon. Only in the last few days has it finally been fixed. But we have had no heating or hot water for nearly 4 weeks. This is unacceptable. Going round to the in-laws for showers and washing by boiling the kettle and using the hob isn't the way to live.
Since then I have been in touch with the Financial Ombudsman and after hearing a brief overview of the complaint have said they are happy to take the case. What I want to know is. Will I get a fair compensation settlement from ********* or should I refuse it and carry on with the complaint with the Financial Ombudsman?
Another man came out and looked at it. He thought he might have to flush the whole system. He did this but unfortunately this didn't work either. Another expert came and thought it would be prudent to replace the whole motherboard. I kept ringing and explaining we have no hot water and we have a 8 month old baby in the house and things are starting to get difficult, they said they understood and would be rushing the order through. The part was ordered and after two days he came and installed it only to discover it was the wrong board. It was after this I decided to make a complaint.
My complaint was handled by a very professional and personalable man who apologised telling us he knows ******** have let us down badly. A cheque for £150 would be forthcoming for my families inconvenience. The new part was promised it would come within a few days. Bear in mind we had no hot water or heating now for two and a half weeks.
Anyway after various phone calls between me, my wife, Homeserve and HES (the sub-contractor) it became obvious that the part would not be here within a week. I could understand this it might have been a tricky part to get hold of. What annoyed us, however, was the constant promises of "I will ring the stores in the morning when they are open and call you back" these callbacks never came.
My contact at the complaint centre had by now opened the complaint again promised that he had escalated it up to senior management and they would be on touch soon. Only in the last few days has it finally been fixed. But we have had no heating or hot water for nearly 4 weeks. This is unacceptable. Going round to the in-laws for showers and washing by boiling the kettle and using the hob isn't the way to live.
Since then I have been in touch with the Financial Ombudsman and after hearing a brief overview of the complaint have said they are happy to take the case. What I want to know is. Will I get a fair compensation settlement from ********* or should I refuse it and carry on with the complaint with the Financial Ombudsman?
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Comments
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FOS won't take it on if you haven't exhausted Homeserve's complaints procedure.0
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I have exhausted their procedure. Perhaps I should have explained better. It is with senior management now and it is an official complaint.0
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