Based on resolver’s experience to date, it is perfectly reasonable to expect a good level of customer service when you are a service user. If you encounter rude customer service staff that do not address your concerns satisfactorily, you should escalate to a higher point of authority. This gives a more senior member of staff the opportunity to look into your complaint. You should be reassured that your custom is valued and that your complaint will be responded to within a given timeframe. Keep a note of names of staff and dates of your phone calls.
It can be upsetting when you encounter rude staff! resolver can help you to deal with any issues arising quickly, without hassle and for free! As a first step we can help you write your complaint. Click 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 insurer, 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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