Boiler insurance - Overcharged
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If you have been overcharged for a service, it's important that you raise the issue as soon as possible with the company.
It's important to explain what has happened, how you are being overcharged and why you believe this constitutes a breach of your contract with your service provider. It is important to keep a record of your communications in these situations, and Resolver can facilitate this.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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