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Location: Old Leake, UK
Joined: Oct 2006
Posts: 12,080
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Financial Ombudsman - Very Helpful
I cannot praise them highly enough, I spoke to them today about my ongoing saga with a certain pet insurance company.
The chap I spoke to was brilliant, very calm and precise in his manner, he asked for my details and then a brief outline of what had happened so far. Unfortunately I couldn't be brief as this has been going on for so long and despite the fact that I have tried to contact them since the cheque was received and have left them two answerphone messages again today, they just won't respond.
He didn't pass comment on them, which I thought was very respectful of him, after all, he only knows my side of the story, but he said that they will be writing to them, with a copy to me and a complaint form which allows them to take things further on my behalf if I don't hear back from said insurance company, following FO's initial letter, and if things don't get sorted to my satisfaction.
He asked what I was looking for to settle the matter...I said that I'm not greedy but I cannot afford to be so much out of pocket when I had insured Leon in good faith, for them to make deductions willy nilly and end up paying out a measly £280 after I had paid around £700 several months ago. I wasn't happy with having to wait so long for them to send me some money, I wasn't happy with the lack of communication, and I'm even more unhappy that they keep sending me letters saying that they are not covering him for this and that as its not cost effective...then why am I bothering to pay my monthly premiums?
I had some good advice on here, to continue paying the premiums until the matter is settled, he confirmed that I should do this...I've been on Dogsey long enough to know that we have a wealth of knowledge between us, and are always happy to share that knowledge.
I just wanted to let you know what response I got from the Financial Ombudsman and would encourage others to use them if needed..they are very approachable people