Financial Ombudsman wont investigate complaint

Munchie1

Hi - In Nov 2018 I had a car accident. The other driver took full responsibility. Within 2 hrs of the accident his insurance company, Direct Line, contacted me to offer to handle the claim with me direct. I checked it over with my own insurance company and they said it was common practice as it allowed Direct Line to control the cost of repairs, car hire etc. So I agreed.
From this point on I dealt directly with Direct Line but during one telephone conversation I was given some incorrect information which subsequently cost me £3000. I complained to Direct Line who upheld my complaint and offered me £200 in compensation. I escalated the complaint within Direct Line as £200 was no where near the costs I had incurred. They refused to budge.
So I complained to the Financial Ombudsman Service - now here is the rub! The FOS is saying that because I am not a Direct Line customer, they cannot investigate my complaint!
This feels like a loop hole in the system. As a consumer I surely have a right to complain and for that complaint to be fairly investigated?
Can anyone offer any advice on what steps we can take next?
Thank you

Quentin

You have been correctly advised by the FOS


So you are left with taking legal action over this against DL as your remaining option

garth549

What was the bad information they gave you? If it amounts to negligence on their part then as above your best avenue is legal action against them.

dunstonh

now here is the rub! The FOS is saying that because I am not a Direct Line customer, they cannot investigate my complaint!

Correct. You had no contract with Direct Line.

This feels like a loop hole in the system. As a consumer I surely have a right to complain and for that complaint to be fairly investigated?

You are not a consumer of Direct Line.

You can claim your out-of-pocket expenses back as long as they are reasonable and limited wherever possible using the legal side.

Where are you out of pocket by £3000?

[Deleted User]

Good news is that you can use the Small Claims Court for this.

Does your own insurance offer legal cover? That would be a good option.

Jumblebumble

Munchie1 wrote: »

Hi - In Nov 2018 I had a car accident. The other driver took full responsibility. Within 2 hrs of the accident his insurance company, Direct Line, contacted me to offer to handle the claim with me direct. I checked it over with my own insurance company and they said it was common practice as it allowed Direct Line to control the cost of repairs, car hire etc. So I agreed.
From this point on I dealt directly with Direct Line but during one telephone conversation I was given some incorrect information which subsequently cost me £3000. I complained to Direct Line who upheld my complaint and offered me £200 in compensation. I escalated the complaint within Direct Line as £200 was no where near the costs I had incurred. They refused to budge.
So I complained to the Financial Ombudsman Service - now here is the rub! The FOS is saying that because I am not a Direct Line customer, they cannot investigate my complaint!
This feels like a loop hole in the system. As a consumer I surely have a right to complain and for that complaint to be fairly investigated?
Can anyone offer any advice on what steps we can take next?
Thank you

Bearing this in mind I wonder why people are so keen to allow an organisation that has no contract with them to repair their cars.
When we had a non fault I let my insurers deal with it and repair my car and so would have had recourse to the ombudsman if it went pear shaped
I was able to afford the loss of NCB and loading while it was sorted and I suppose soem people would struggle