Hi Risky1. The latest data i saw was that the FOS upheld 88% of Norwich Union decisions when the customer had refused to accept the NU decision and had used their right to escalate to the FOS. I work for NU, and have moved to the Life & pensions side of the business. But, we are all one 'group' including NUD, so any customer with an issue can come to me. That said, the decision that will be made will be no different to if the customer complains through the usual routes. That wouldnt be 'Treating Customers Fairly', if just by contacting someone 'high up' you get a positive outcome. All I will do is make sure the complaint gets looked at as quickly as possible. Hope that makes sense? Ofcourse, the ideal for us is to keep all our customers satisfied and not needing to complain!

Dyls, no problem. Have a good weekend.

jojosa, Hi. Thanks for your comments - you have given me a spring in my step on a dreary Friday afternoon. Becca is new to the team and is going to help me help people on here. Have great weekends - hope the sun shines at least a wee bit. Darren Cornish

Hi. I'm Darren Cornish, Norwich Union's Head of Customer Experience (bit of a fancy title - basically I and my team are here to try to improve service). Dyls - send me a copy of what you have forwarded - it should be getting looked at anyhow but happy to make sure. You can get me at : [email protected]. Pls apologise to your brother that he is having hassle with us.

Hi. Am taking a look at it. Have good weekends all. Darren

thanks. lets see if we can get a few things sorted. Rome wasn't built in a day and all that but might just make a difference for a few.

Ok, I just cant track the specific complaint without more info. The offer is there to email me should you wish to at any stage. Regards, Darren

Nelly, I am pretty embarrassed about putting my name down as 'DazzaC' - not greatly professional huh Thanks for your comments. Most complaints just need a bit of 'common' and the ability to have a decent conversation. Being a 'big corporate' we sometimes retreat behind our ivory towers. Regards, Darren (Delhi) - only kidding and don't drag me into that debate - it's too complicated for this time of night Got to go, wife is getting a bit irritated......

Shurl, Hi. Sorry you have been let down. Let me know if your complaint hasn't been dealt with yet. I lead the Customer Relations office (the CEO Office). I am really embarrassed that our letter didnt have a contact name. Apologies. Anyhow, if you still need help you can email me at : [email protected] Thanks Darren Head of Customer Experience, Norwich Union

Don, Hi. Sorry this has caused you frustration. Drop me an email with your details (policy number). I'll get it looked at. [email protected] Darren Cornish, Head of Customer Experience, Norwich Union

Nelly, Hi. Just wanted to say that anyone who has a problem with Norwich Union General Insurance can whizz across an email to either me or our main mailbox at : Existing customer by Norwich Union: Making a complaint (we are improving this website page as it isn't as we would want it yet) The way it works (for the benefit of customers and to tie in with FSA compliance) is that if you haven't already made a formal complaint to the standard office then my team passes your complaint back to them to give an initial decision. If any customer is then unhappy with that they can 'escalate' it to us. Again, if still not happy with our decision you can go to the totally independent Financial Ombudsman Service (FOS). The FOS will make a decision and we will support that decision. So, customers should be quite well protected. We (Norwich Union) know we screw up sometimes (a bit too often for my liking). We are working really hard on improving but have some way to go. I and my team hate to feel that customers are getting a raw deal. To be fair we do have lots of really happy customers, and if something does go wrong we will do our best to listen, and if we can, act. All the best. Darren Head of Customer Experience

Charlie, Hi. I am the Head of Customer Experience for Norwich Union. I lead the Customer Relations complaints area. Let me get a look at your situation and see what we can do to help. I'm really sorry that you feel frustrated by us. Send me an email at : [email protected] and I'll get straight onto it after the bank holiday (tuesday). Regards, Darren