yes i will do that, it could be interesting reading. Many thanks again to everyone for their help.

Thank you UNCLEBULGARIA67, at least now i know. I'm not prepared to chase them in court as in all honesty id just like closure now.

So now a update on my complaint, yesterday I received a letter from Swinton full of apologise it stated that the letter was there final response and said that they would be sending me a cheque in the next 7-10 days for £250. Personally I don’t really think that covers the stress caused by their initial decision and delay and not including the fact that my wife especially has suffered with some back complaints since the accident and the delay in getting the doctor/physio involved by Swinton to address this. I’d like to know what your views are in this matter please, am I asking to much to expect more or does that seem about the norm??

I would just like to thank everybody on here for all of their help, finally this morning I received my letter of indemnity, Swinton are now looking into why on the 3rd Jan I was given the wrong information. Thank you all again.

The LBA will be sent on Monday. I have already drafted the letter ready to send.

Could it have been from the motor insurance database?

Hi yes they live within 10miles of my home address. Luckily my car is still drivable so I haven’t incurred any financial costs other than the purchase of the voice recorder, it’s just the stress and lack of sleep.

it was an existing policy that i made changes to on the Swinton web site, i remember it didn't bring the details up and gave me the option to input the car details myself which i did. I am more than prepared to send a letter before action, is there a template that i could use?

Hello everyone, ok so after i posted on here yesterday about my telephone conversation i emailed the complaints department, i got a email within minutes stating that they were about to close but somebody would contact me first thing on Monday regarding my claim, i have ordered a voice recorder that will be arriving tomorrow so all calls will now be recorded, i will go over everything during this call including the fact that there head of complaints hasn't even passed on my original complaint that i sent in last Sunday. If i don't get any positive response then i will look at sending the third party the letter before action letter. Every piece of advice that im receiving is positive, i just cant understand why the insurance company is messing me around. JAMBERSON Ive just looked into the the other VRN on GOV.UK

I’ve told them all this, all I get told is that it’s on my head because I inputted the information incorrectly and I should have checked my documents when they sent them!!

This is were my whole problem stands at the moment! It’s swinton im fighting with to accept they need to cover me from the change over of vehicles rather than them telling me I wasn’t insured due to the error!!

unfortunately i have a iphone so an app is not an option, I have had to call them today as they are only open monday-friday 9am-5pm. All other calls i have made have been to there general customer service team. I will purchase a voice recorder over the weekend.

Unfortunately not, i have been unable to purchase a recorder due to work commitments and needed to make the call during office hours which again is hard for me due to restrictions using a phone in my workplace.

Hi All, So heres an update, after still hearing nothing at all from Swinton today i rang their complaints department, Guess what! nothing on record at all about the email i sent to Carol Banks the head of their complaints department! I was told because she was the head of complaints she wouldn't look at complaints!!!! I then told them that i was astounded that she hadn't even passed it on to a member of her department to deal with! I was basically told that a complaint had now been raised and i would hear back within 8weeks!!! I really am lost for words. I was also fobbed off by the third parties insurance saying until they were provided with proof of insurance they would not be able to look into my claim. What a waste of time!!!

Thank you, i will contact the third party insurer and see what they say

Ok will do. Thank you.

just received this after putting a comment on Swintons FB page regarding there rubbish customer service! You'll receive a letter in 5 days’ time confirming that your complaint has been escalated. The letter will also give you contact details of who to call in relation to your complaint, should you wish to call. However, our Complaint Handler is also likely to call you to learn more about your situation and the impact it has had. We have up to 8 weeks to investigate your complaint but aim to get back to you quicker. We'll respond to you in writing about how we are going to resolve it.

Ok great thank you. I will post again Thursday evening.

What’s my next step though?? Do I need to get legal representation to make them listen?

Thank you Bankfodder, I will give Swinton until tomorrow evening to reply to my email then I shall chase it up again.

Well I’ve still had no response from the complaints department! Is this normal is should I chase it up??

Thank you all for you input, i have now emailed Swinton and will let you know what they say as soon as i have a reply

I found this on a RAC forum dated 2016. BankFodder, thanks for your input, i will wait for Unclebulgaria to cast his eye over it before i send it.

This is what i plan on sending to Swinton, does this seem ok or do i need to add anything else?

Thank you, i will email her now, do i just repeat the points that have been made on here?