Jump to content

  • Tweets

  • Posts

  • Our picks

    • If you are buying a used car – you need to read this survival guide.
      • 1 reply
    • Hello,

      On 15/1/24 booked appointment with Big Motoring World (BMW) to view a mini on 17/1/24 at 8pm at their Enfield dealership.  

      Car was dirty and test drive was two circuits of roundabout on entry to the showroom.  Was p/x my car and rushed by sales exec and a manager into buying the mini and a 3yr warranty that night, sale all wrapped up by 10pm.  They strongly advised me taking warranty out on car that age (2017) and confirmed it was honoured at over 500 UK registered garages.

      The next day, 18/1/24 noticed amber engine warning light on dashboard , immediately phoned BMW aftercare team to ask for it to be investigated asap at nearest garage to me. After 15 mins on hold was told only their 5 service centres across the UK can deal with car issues with earliest date for inspection in March ! Said I’m not happy with that given what sales team advised or driving car. Told an amber warning light only advisory so to drive with caution and call back when light goes red.

      I’m not happy to do this, drive the car or with the after care experience (a sign of further stresses to come) so want a refund and to return the car asap.

      Please can you advise what I need to do today to get this done. 

      Many thanks 
      • 81 replies
    • Housing Association property flooding. https://www.consumeractiongroup.co.uk/topic/438641-housing-association-property-flooding/&do=findComment&comment=5124299
      • 162 replies
    • We have finally managed to obtain the transcript of this case.

      The judge's reasoning is very useful and will certainly be helpful in any other cases relating to third-party rights where the customer has contracted with the courier company by using a broker.
      This is generally speaking the problem with using PackLink who are domiciled in Spain and very conveniently out of reach of the British justice system.

      Frankly I don't think that is any accident.

      One of the points that the judge made was that the customers contract with the broker specifically refers to the courier – and it is clear that the courier knows that they are acting for a third party. There is no need to name the third party. They just have to be recognisably part of a class of person – such as a sender or a recipient of the parcel.

      Please note that a recent case against UPS failed on exactly the same issue with the judge held that the Contracts (Rights of Third Parties) Act 1999 did not apply.

      We will be getting that transcript very soon. We will look at it and we will understand how the judge made such catastrophic mistakes. It was a very poor judgement.
      We will be recommending that people do include this adverse judgement in their bundle so that when they go to county court the judge will see both sides and see the arguments against this adverse judgement.
      Also, we will be to demonstrate to the judge that we are fair-minded and that we don't mind bringing everything to the attention of the judge even if it is against our own interests.
      This is good ethical practice.

      It would be very nice if the parcel delivery companies – including EVRi – practised this kind of thing as well.


      OT APPROVED, 365MC637, FAROOQ, EVRi, 12.07.23 (BRENT) - J v4.pdf
        • Like

Insurance company taking over nearly 5 months to settle a claim.

style="text-align: center;">  

Thread Locked

because no one has posted on it for the last 5466 days.

If you need to add something to this thread then


Please click the "Report " link


at the bottom of one of the posts.


If you want to post a new story then


Start your own new thread

That way you will attract more attention to your story and get more visitors and more help 



Recommended Posts


I need abit of advice regarding the length of time taking to deal with a claim.


I was involved in a accident on 26th Jan 09. What happened was I turned left onto a road and a car came towards me I swereved away from the on comming car and hit a parked car. I am fully Comp with legal cover and I am doing all the running around e.g phoning them and writing to them.


Now a few weeks later i was told my car was a write off and a figure was agreed after I sent in docuents to prove it was well looked after with full service.


Then I was told the payment will be release once it's been signed by the supervisor, then a few days later i phoned again and was told the manager will sign it and then the cheque will be released.


Then in March I was told the investigator was going to come to interview me. He came and went now last week i phoned and was told the report was back and the assor will look at it and let me know.


Is this standard practace where I have to ring for an update and the only time the insurance wrote to me was to ask for all my documents for the car V5, MOT.


I have wrote to them telling them that they are taking too long and asked for a quick response two weeks ago and still nothing in the post.


What to do next, I have also mentioned the FSA and the Ombudsman.

Please help

Link to post
Share on other sites

To go to the FOS you need to have used the insurer's complaints procedure first. Have you received and acknowledgement letter from the insurer or a final response? If not it will mean either they have not finished with the claim or, I suspect more likely, they have not set up a complaint in the first place.


Contact the FOS helpline and mention that you have complained. If you have expressed disatisfaction then the insurer should have registered a complaint and responded. As they have not, they have breached the FOS guidelines and you will be entitled to go to them. However, the FOS do prefer documentary evidence. In the absence of that, you will need details of phone calls - what number you called, what number you called from, dates, times, who you spoke to etc etc.


This wouldn't be Direct Line would it?

Link to post
Share on other sites



When I rung them on Friday last week the technical dept did say that we have recieved both letters, verbally over the phone, but nothing in the post


When ever I have rung them I made a note of the time and names.


The insurace company is Provident.



Link to post
Share on other sites

If you bought through a broker, try and get them involved.

Unfortunately, it's the same with most insurance companies. They have a massive sales team, and then perhaps only 2 people handling all claims.

Try and get your claims handler on side, get a verbal confirmation of what they are doing by when, and get their name. Then phone them personally if it doesn't happen by the date requested and so on. You will effectively be putting pressure on that 1 person, by putting the responsibility on them knowing you will call them personally. This is how we get claims moving usually.

Link to post
Share on other sites

claims departments have a little more than 2 claims people! But it is a point of "after sales" service not quite matching what is promised.


The problem is poorly trained staff and disjointed departments. At Direct Line, when RBSG decided to merge functions of different insurers under the same umbrella, all hell broke loose because no-one informed staff of the changes or procedures. Even before then it was bad enough trying to get someone to take responsibility. Most staff are given the responsibility of handling a claim without the appropriate authority (not talking about CHA) or resources to do so effectively. If it's against their targets, forget it.


As you have wrote to them, presumably expressing disattisfaction, then they should have logged a complaint and sent an acknowledgement letter. As they have not, you are now free to go to the FOS. I would call the FOS first though and speak to someone.

Link to post
Share on other sites

No, actually. Groupama have 2 people looking after retail claims and IGI have 1 bloke who does property owners liability.


Admittedly, most companies have more than 2 claims handlers for the motor dept. but it's probably not nearly as many as you think, and yes, there are several whose staffing levels for this are in single figures.

Link to post
Share on other sites

  • 2 months later...

Ash, are you able to update us?

Insurance Guy

If I can offer any help I will....

I have experience in Fault, Non-Fault & Disputed Liability Motor Claims for vehicle damage and hire, and some experience in Personal Injury Claims



If I've helped- please click my scales :D




Link to post
Share on other sites

  • Recently Browsing   0 Caggers

    • No registered users viewing this page.

  • Have we helped you ...?

  • Create New...