Boiler insurance - Rude staff

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If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

It is perfectly reasonable to expect a good level of customer service. 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.

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

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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Helping you with Rude staff

Resolver covers the issue Rude Staff for 12 companies and organisations:

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