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Based on resolver’s experience to date, if a contractor has caused damage to your property or belongings you should first ask the contractor to repair the damage, thus saving an insurance claim and the associated premium renewal increase and loss of any no claims benefit. If they will not repair the damage then you should contact their insurer (contractors should have liability cover) and also your own insurer to inform them of the situation. At this point the the contractor and their insurer will either accept liability, in which case you will be able to ask them for money to conduct repairs or pay for repairs you have had to pay for yourself, or will dispute the cause of the damage.

If the cause of the damage is in dispute, you and the contractor might agree to get an expert opinion from someone qualified in the field, who is uninvolved in the dispute and who will put their findings in writing. You can share the cost of the report and agree in advance that you’ll be both be bound by the expert’s opinion. If the report is favourable to you, it will be useful in court if the contractor still refuses to make good the damage. If this means of settling the dispute is unavailable you may have to seek redress through the courts. The Citizen's Advice Bureau can advise you on this course of action.

Keep a record and photographic evidence of the damage as it can be used as supporting evidence. resolver recommends that you submit your concerns to each party in writing and resolver can assist you in submitting, recording and reminding you when and who to escalate to.

Resolver can help you resolve this issue quickly, free of charge and without the hassle. We can also help you with the next step of writing your complaint. Click on the link below to create your email.

If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with your supplier, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.

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