Boiler insurance - Not called/email back

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Not having your phone call or email returned can be a frustrating situation. You should keep a record of all of your attempts to communicate with your service provider. You should try to contact your provider’s customer services department again and explain your concern. This will give your agreement provider the chance to put things right for you. It also ensures that the company is aware of the problem so, if appropriate, they can rectify the problem to stop it from happening to others. If you are not happy with the response then 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 know
  • You cannot raise your case to the ombudsman until 8 weeks after you have first raised your complaint with your insurer
  • Your complaint must also not be older than nine months.
  • For an accurate decision by the ombudsman you should provide a detailed file of your communications and supporting documentation
  • If you’re making a complaint about an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

How long do you have to wait?

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.

Is there a time limit?

Your complaint must also not be older than nine months.

What will the ombudsman do?

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 them assess your case.

What is a deadlock letter?

Your case will be considered to have reached deadlock if the company:

  • Feels it has done everything it can
  • It is unwilling or unable to give you what you are requesting
  • It says there isn’t reasonable cause for complaint

Or if neither you or the company is willing to change.

These types of situation are known as deadlock. 




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