If you complaint has not been responded to then it is important that you keep a record of all communications. In order to give your supplier a chance to respond you should write to their customer services department setting out your original complaint and also setting out the fact that you have not received a response to this complaint.
In the unlikely event that you do not receive an adequate response to either your original complaint or to any complaint about tardiness then after 8 weeks you can send your case file to the Ombudsman to assess your complaint and help you resolve the issue.
Resolver can help you resolve any issue arising for free quickly and without hassle. As a first step we can assist you in writing your letter of concern. You can 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 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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