My car was stolen in February, it was recovered on the same day and went to Tesco's appointed garage for repairs.

It went on for weeks.. I would phone the garage and get no response and then phone Tesco and they would call back and say the car would be ready by the end of the week and it would never appear etc etc.

After much complaining and back and forth I finally received it back in APRIL I complained to the theft team and was told to make my complaint in writing, which I did.

Then I heard nothing.. no letter, no phone call.. nothing. I phoned to confirm receipt of the letter - they had received it and I was told they didn't know why the lady it was addressed to hadn't replied but she would.

She didn't. So I phoned again and was told that it had been passed to a team leader who would contact me.

He didn't either, that was in May... I cant get anyone to deal with it or phone me back, I've threatened them with the FOS and still nothing.

What can I do?

Hi,

I'm no insurance expert but these thoughts do occur to me.

Do you know why the garage took so long to return your car? It may be that Tesco were dragging their heels and until the garage got the go-ahead, they could do nothing. I would write to them (Recorded Delivery) and ask the questions.

Can you prove that Tesco received your complaint letter ( just because you had it confirmed verbally means nothing)

I would write back to Tesco (again by RD) making reference to your letter of complaint and the date it was sent, giving them a further 14 days to respond or you will take your complaint to the FOS.

If they fail to respond this time, take it to the FOS

Have you gone through Tesco complaints procedure?

Should there ever be an occasion where you need to complain, please call us on our priority number 0845 300 44 00. If your complaint relates to a claim, contact your claims handler whose details will be shown in your claims documentation.

If you wish to write, then address your letter as follows:

• Claims related complaints to Customer Relations Department, Tesco Car Insurance, Cote Lane, Pudsey LS28 5GF.

• All other complaints should be addressed to Customer Relations Department, Tesco Car Insurance, The Wharf, Neville Street, Leeds LS1 4AZ.

If we cannot resolve the differences between us, you may refer your complaint to the Financial Ombudsman Service (FOS). Their address is: South Quay Plaza, 183 Marsh Wall, London E14 9SR, telephone 0845 080 1800.

Details about our Regulator

UK Insurance Limited is authorised and regulated by the Financial Services Authority. The Financial Services Authority website, which includes a register of all regulated firms, can be visited at http://www.fsa.gov.uk/register, or the Financial Services Authority can be contacted on 0845 606 1234.

Under the Financial Services and Markets Act 2000, should the company be unable to meet all its liabilities to policyholders, compensation may be available. Information can be obtained on request, or by visiting the Financial Services Compensation Scheme website at FSCS > Home

www.tescofinance.com/.../insurance/carins/.../motor_insurance_summary.pdf

Again send anything via recorded delivery and keep a copy of all you send them.

I would also vote with my feet and when you can go to another Insurer.

How to Complain

Tesco car insurance is currently is dealt with by UKI partnerships, part of RBS Insurance. They lost the contract to Fortis, who will taking over in the summer. RBS recently announced nearly 3000 redundancies, which might have something to do with. I should imagine that this has had an affect on how your claim has been handled, with less staff who are motivated to progress claims.

Best advice is to get on the phone and speak to the Customer relations team, within the claims department. Point out that you have not been helped with your complaint about how the claim has been dealt with and that you will phone the FOS with your complaint if they don't resolve within the next 48 hours. You can phone the FOS with your complaint, without the need of completing forms.

You can also phone Tesco personal finance head office (0845-300 6600) and ask to speak to someone about issues with your car Insurance claim. Tesco can be very harsh with the companies that supply goods/services for them and they may get on the phone to someone senior within RBS Insurance to have a go at them.

Tesco car insurance is currently is dealt with by UKI partnerships, part of RBS Insurance. They lost the contract to Fortis, who will taking over in the summer. RBS recently announced nearly 3000 redundancies, which might have something to do with. I should imagine that this has had an affect on how your claim has been handled, with less staff who are motivated to progress claims.

 

Best advice is to get on the phone and speak to the Customer relations team, within the claims department. Point out that you have not been helped with your complaint about how the claim has been dealt with and that you will phone the FOS with your complaint if they don't resolve within the next 48 hours. You can phone the FOS with your complaint, without the need of completing forms.

 

You can also phone Tesco personal finance head office (0845-300 6600) and ask to speak to someone about issues with your car Insurance claim. Tesco can be very harsh with the companies that supply goods/services for them and they may get on the phone to someone senior within RBS Insurance to have a go at them.

RBS has lost the Tesco contract,but will deal with any open claims,complaints,debts etc until they are resolved then all will move over to Fortis,which will start in October.