Household Buildings Decision Reference 2022-0248

Case OutcomeRejected
Subject MatterHousehold Buildings
Date26 July 2022
Finantial SectorInsurance
Conducts Complained OfDissatisfaction with customer service ,Delayed or inadequate communication, Failure to process instructions in a timely manner
Decision Ref:
Product / Service:
Household Buildings
Conduct(s) complained of:
Dissatisfaction with customer service
Delayed or inadequate communication
Failure to process instructions in a timely manner
This complaint relates to customer service, communication and processing issues arising
from a quotation for house insurance from the Provider.
The Complainant’s Case
The Complainant states that he contacted the Provider over the phone on 6 January 2020
requesting a quote for house insurance. At the time of calling, the Complainant’s existing
policy of insurance with another provider, was due to expire on 19 January 2020.
The Complainant states that during the call he was given a quote which he requested be
posted to him for review. He states that he did not receive a quote and so he called the
Provider on 10 January 2020 and was informed by the Provider’s representative that they
were unaware as to where the quote was, but that the Provider would issue a fresh quote.
The Complainant states that on 17 January 2020, he had still received nothing from the
Provider, so he called again and was advised that the representative dealing with the call
would look into the issue and call the Complainant back, he never received this call back.
The Complainant states that he called yet again on 21 January 2020 and spoke to the same
representative and requested to be put through to complaints and instead he was again
advised that the representative would investigate the matter and call the Complainant back.

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