Household Buildings Decision Reference 2022-0248

• Case Outcome: Rejected
• Subject Matter: Household Buildings
• Reference: 2022-0248
• Date: 26 July 2022
• Finantial Sector: Insurance
• Conducts Complained Of: Dissatisfaction with customer service ,Delayed or inadequate communication, Failure to process instructions in a timely manner

Decision Ref:

2022-0248

Sector:

Insurance

Product / Service:

Household Buildings

Conduct(s) complained of:

Dissatisfaction with customer service

Delayed or inadequate communication

Failure to process instructions in a timely manner

Outcome:

Rejected

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

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.