I am sorry to learn of your situation.
I am a Qualified Solicitor with over 19 Years of experience in the UK.
Try to resolve the complaint informally, if this does not work then you need to make a formal written complaint to your insurer. Ask your Insuere to confirm its formal complaints procedure so you can follow the same.
When writing a formal insurance complaint letter, ensure you include:-
- put the date
- give your name and policy number
- Mark the letter ‘complaint’ clearly at the top
- include any evidence you have to support your complaint
- say what you would like the company to do to put things right
- explain your complaint clearly, stating what you’re unhappy about and when it happened
- state that if you are unhappy with the company’s response you will take the matter to the Financial Ombudsman Service (see below).
Please see a template complaint letter attached.
If you are not satisfied with the response you can compliant to the Financial Ombudsman Service, this is free.
Before you can use the Ombudsman Service, you have to follow your insurance company’s official complaints procedure.
Once you’ve complained they have eight weeks to respond.
You can contact the Ombudsman Service initially for advice, but they can only act after you get a final response from the insurance company, or as soon as the eight weeks are up.
Please contact the Ombudsman directly, please see www.financial-ombudsman.org.uk/consumer/complaints.htm
The Ombudsman’s decision is final and binding on your insurance company.
If you are still not happy with it, you can still take the case to Small Claims Court (if claiming under £10,000), but you will have to pay an Issue Fee.
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