how long to sort out a complant

[lenny100]

I started a complant aganst norwich-union back on the 27 febuary and i am still awating a answer.
today after i email them again i got this


Thank you for your e-mail of 4 April addressed to Joe Beesley at this office.

I've made further enquiries and understand from our Liverpool office hat their investigations are still on-going. I've asked that they update you.

Regards

Brian

Brian Spatchett
Customer Relations Manager
Chief Executive's Office
Tel: 01603 682972/Fax: 01603 685359
brian.spatchett@norwich-union.co.uk


How long should i give them before i take this further.

[crayzee]

What is the complaint about?

There are strict guidelines on complaint handling where financial advice has been given etc.

[lenny100]

HERE IS THE EMAIL COMPLANT I SENT


I was involved in a motor accident on 30 august 2006 were my 1999 reg Rover 200 tdi was damaged. This incident has left me far from happy with the service your company.

First complaint –
After informing you that I had been in an accident and my car was not in a roadworthy state 2 hours after the acident, I was told somebody would be in contact with me in a few hours, I had to call you company again after two days to inform you that nobody had contacted me. Two days later a business card was sent to me in the post from a garage 30 miles from my home address asking me to contact them. When I called them they told me the only work on Renault cars hand had no provision to give me a courtesy car, which was part of my insurance agreement.

Second complaint
After further phone calls to your company trying to get things moveing a loss adjuster arrived at my home seven days after the accident, took one look at the car and stated “It’s a Rover so it’s a write of no mater what’s the damage” he give the car a quick look over never even trying to open the bonnet or look under the car to see if the was any structural damage, he then stated “You will be lucky to get a grand for that lump of rubbish”, he then left.
Several days later he phoned me and said “the car was only worth £1300 it that all right if I send that figure to the insurance company” to which I said ok, I was not made aware that this was me agreeing to this figure as the value of my claim.

Complaint three

Because of not being supplied a replacment car despite several phone calls asking for one I lost my job temping , because of the inability of me to due early shifts as their was no public transport available at that time of the morning.

Complaint four

I was in contacted by a recovery company from York 6 weeks after the initial incident saying they had been informed by you to remove my car. This was the first I had been contacted by anybody since the loss adjuster about my car, to which I refused to allow them to take my car. They said they get this a lot and would be in contact with me in due time. I rang your company again and was informed that I had agreed to the total loss of my car and a payment for the agreed amount was on its way, and their were no further costs or action to be taken on this policy. I sated that I had not agreed to anything or ever seen anything in writing on this agreement but I was told that the adjuster has stated I had agreed the price and it was now to late to do anything about it and also I should return the courtesy, car back to the suppliers as I was no longer entitled to use it, When I said I never received one their was a long silence on the other end and the phone was then disconcerted I called back once again and after explaining my story yet again, I asked if there was a way I could have the vehicle as I had been told by a local garage that they could do the work needed to put the car back on the road for £ 400, I was told there is no way I could have this car as it now belonged to your company and you never do anything like that. The payment arrive two days later with instruction for me to send you company the registration document, not the dvla as they state on their website.

Complaint five
I was then sent a two letters stating my insurance was cancelled at my request on 31 august 2006 and I owed you company a payment for the august payment although I was told the account was now clear and had no further payments. When I phoned you company to sort this out several time the phone was put down on me or I was transfer in mid conversation to another department, all the operators wanted was payment.

Complaint six
Today I received a second letter from a layer acting on the behave of the other party saying your company was not contacting them so if he did not receive any word he would be tacking action against me in the courts for the money due.

As you see I have been run raged by your company and its representatives and would like to know what your company will do about this?


As a act of goodwill maybe you should give me the costs of the courtesy car I never received although it was in the policy and supposedly your company was paying somebody for one, and I may have not lost my job.

[bed32]

According to the FSA rules they should acknowledge your complaint in writing within 5 working days. If they haven't resolved the issue in 4 weeks you should get another response.

The final response should be within 8 weeks - or you can take them to the FSO

[crayzee]

that seems to be amazingly shabby treatment. I had a claim with NU in 2004 and it couldn't have gone easier so I'm really surprised at you treatment.

bed32 is spot on.

[xrchris]

Originally Posted by crayzee

that seems to be amazingly shabby treatment. I had a claim with NU in 2004 and it couldn't have gone easier so I'm really surprised at you treatment.

bed32 is spot on.

I have to agree - i put in a claim at 11am on Good Friday and within 3 hours the police had been round (fingerprinting) and NU picked up my car and dropped off a courtesy car and i received a total loss offer on Tuesday!

[ScarletPimpernel]

Lenny's story doesn't surprise me at all.

In 2001 my car was stolen whilst parked at a friend's house. A burglar broke in and took the keys.

NU took the car to one of their approved bodyshops rather than the BMW dealer I asked for. The work was substandard, and despite their assessor agreeing, it took them over a year to get the repairs completed satisfactorily. They also sent the cheque for the stolen hi-fi to the wrong address, never phoned back when they said they would, and their customer service was generally abysmal.