Pep
ClioSport Club Member
M2,XJS,S1000RR
Does anyone have any experience of raising an official complaint / Ombudsman complaint against an insurance company?
I have made a complaint verbally on the phone, their complaints procedure says the following:
Where we are unable to resolve your complaint by the end of the third business day after receipt, you can expect the
following from us:
-Acknowledgement of your complaint in writing within 5 business days after receipt. This will state who is handling the
complaint.
Now today was the end of the third business day after the complaint and the issue is still not resolved, I'm not confident that I will receive the written acknowledgment by Wednesday, so if this doesn't happen and they are in direct breach of their own complaints procedure do I raise this with them or can I bypass the rest of their procedure and go directly to the Ombudsman early. I know they have guidelines to solve the issue to, but if they cannot handle their own complaints policy surely this is grounds to go over their heads?
I have made a complaint verbally on the phone, their complaints procedure says the following:
Where we are unable to resolve your complaint by the end of the third business day after receipt, you can expect the
following from us:
-Acknowledgement of your complaint in writing within 5 business days after receipt. This will state who is handling the
complaint.
Now today was the end of the third business day after the complaint and the issue is still not resolved, I'm not confident that I will receive the written acknowledgment by Wednesday, so if this doesn't happen and they are in direct breach of their own complaints procedure do I raise this with them or can I bypass the rest of their procedure and go directly to the Ombudsman early. I know they have guidelines to solve the issue to, but if they cannot handle their own complaints policy surely this is grounds to go over their heads?