Insurance company contractor flood!

PHK · 11 August 2024 at 8:31AM

born_again said:

From when your complaint is started.
If you get a deadlock letter pre 8 weeks, you can go to FOS at that point.
All details of how too are included in any correspondence with them.

Just to clarify, it’s 40 business days from the day you complained (a complaint needs four things to be classified as eligible). If you complained after 5pm it’s considered as being the next working day.

The firm then has three business days to try to resolve the complaint informally. As they didn’t, they need to write to you in five working days, acknowledging your complaint, giving you the name of the assigned complaint handler, the date by which you’ll have their final decision and a copy of their complaints procedure (if they haven’t done so already)

Once you have their final decision or 40 business days have passed, if you remain dissatisfied then you can approach the FOS.

The rules are set out in the DISP section of the FCA Handbook.

Note: there are some exceptions to this for example complaints about bank accounts must have a final decision within 14 business days and the FCA have suspended complaints about certain motor finance until the end of the year.