Direct Line!

massa121

@ fatboy88

Many thanks for your post. I contacted direct line and got name of director and telephone number who is based at different address. When I rang to get full address I was put through to a lady who is executive liaisons officer. She checked my details and confirmed my complaint was assigned to same person who is dealing with my claim.She took my telephone call as complaint and noted everything. She promised to get another manager look into the case and contact me tomorrow. I feel now confident things will get moving now.

mattymoo

Any developments ?

Hey_Dude

massa121 wrote: »

Numerous phone calls after long waits

At least you get to listen to Old Blue Eyes Greatest Hits

Dude

elvinio

dunstonh wrote: »

Just because you are venting at them doesnt mean they are treating it is a formal complaint. Unless you state that you wish to make a complaint it will not be classed as one. Their customer relations team handle the complaints and you are issued with letters explaining the complaints process as well as the point at which you can go to the FOS. If you havent had any of that, then it is not a complaint.

Unfortunately this is incorrect.

The Financial Services Authority states that a complaint is -

'‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service’.

By the sounds of what the OP is saying it should have been pretty clear from the outset that she was unhappy with Direct Line and their handling of her claim. You do not have to say that you wish to make a formal complaint for an insurer or any other financial organisation to have to register it.


(First post by the way, hi! )

Hey_Dude

elvinio wrote: »

Unfortunately this is incorrect.

The Financial Services Authority states that a complaint is -

'‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service’.

By the sounds of what the OP is saying it should have been pretty clear from the outset that she was unhappy with Direct Line and their handling of her claim. You do not have to say that you wish to make a formal complaint for an insurer or any other financial organisation to have to register it.


(First post by the way, hi! )

You speak the truth.

However some companies (or their employees) will not log a complaint unless the word "complaint" is used by the customer.

So if you want to complain - use the word.

Duder

dunstonh

Unfortunately this is incorrect.

The Financial Services Authority states that a complaint is -

'‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service’.

By the sounds of what the OP is saying it should have been pretty clear from the outset that she was unhappy with Direct Line and their handling of her claim. You do not have to say that you wish to make a formal complaint for an insurer or any other financial organisation to have to register it.

You are misintrepeting what it is saying. If some speaks to you on the phone and is having a whinge which you can resolve then it does not need to be classed as a complaint. If it was the case that every single whinge, vent, disatisfaction was logged and dealt with using the defined complaints process then the system would grind to a halt.

Also, complaints about admin are handled differently to complaints about advice, products and suitability.

massa121

Just a little bit of update and i am sorry for a long.....delay. The FOS made a decision in my favour in November last year and direct line have made a payment this month which is in dispute and I have accepted it as part payment. I believe it will go back to ombudsman. At least it is coming to a closure now since 2007 phew!