Hello my name is ***** ***** I will help you with this.
For now please let me know whether your excess was £3500 as this seems a lot?
no my excess was £3000 but because they have send a debt collection company its now £3540
Ok - has your address changed?
Have you asked for copy letters?
no my address hasn't changed and no i never asked for copy of the letters. they are telling me the claim has been settled
Ok. Then you need to write and make a formal complaint.
They will investigate the complaint and come back to you
You can ask for copies of all letters sent to you under the Data Protection Act, they are obliged by law to provide this.
If the complaint is not resolved then you can issue a complaint with the Ombudsman.
They are independent and can examine your complaint for free. Their website is: www.financial-ombudsman.org.uk
That should resolve the matter.
Can I clarify anything for you about this today please?
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