Just a fun read!
Just a fun read!
06-07-2016, 10:03 AM
Ive sent it via email to the adjudicator at FOS, maybe it will be passed to an actual Ombudsman?
I love dealing with these people
Quote:Dear Alan,
I have received you letter dated 7 August and all points within are noted.
Within your letter you state that there is not enough evidence to clarify what details were inputted on both policies quotes submitted via Direct Line's website, as the emails provided only show a summary. You also believe that the price difference on quotes, between the 24 November and 27 November, were due to different information being used, which in a sense you claim that I provided false information in order to gain a lower premium. Firstly, let me clarify no false information was ever provided as this would have invalidated my policy, putting me, my car, other drivers as well as my family at risk. I do also appreciate that the full information cannot be obtained in regards to both quotes; the price difference could have been due to Direct Line's systems which have already failed on one occasion, before submitting the second quote and that also failing.
You state in your letter, that the role of the Financial Ombudsman Service is to support neither myself nor the business, concluding in your role being impartial. How can this be, when you fail to recognize that the difference in price between the two quotes could have been due to two reasons? One as highlighted above and clearly pinpointed in the letter, that I provided false information. The other which you clearly did not mention at all, that it could have been due to Direct Line's systems. Your role is to look at all possibilities. If not please clarify.
In regards to the response you provided and the explanation that the premium cannot change to the online ones, as all the information which was submitted cannot be provided by me or Direct Line, concluding the FOS not being able to uphold my complaint. As you can appreciated no documents was received by myself, and I can clarify that the emails provided is all the information I can provide. However, how can a organization such as Direct Line who issue customers with car insurance policies, which is a requirement by law for drivers, have a system in place where a customer submits a online quote, receives a confirmation email of the policy being in force, and then for some odd reason it "disappears" from their systems on two occasion, with no trace at all? Apart from the fact that it’s not on the system, which any call centre agent is able to advice. I sincerely do not believe that the full information of the quotes submitted via the website cannot be obtained by Direct Line. I also believe that Direct Line is withholding this information as this would resolve the complaint towards my position.
Also my original letter to you raised many issues which nether the FOS or Direct Line have provided a comment or explanation to, but to clarify I will bullet point them below to clarify what I require comments on and what action is going to take place:
* In your letter and Direct Line's last correspondence to myself, it states that a letter was sent to my father on 1 December stating that I had tried to take out a policy but this had failed, and indemnity would be offered if it was required. Please clarify why a letter was submitted to my Father Mr. …….., when no policies were ever taken out in his name. Both quotes submitted for purchase on 24 November and 27 November, Mr. ……. was not the policy holder nether I had named him as a Driver; however Direct Line issued him this letter. A witness statement can be provided by Mr. …….. clarifying that he did not take any policies out on the vehicle in question. If he did take out a policy it would have been invalid anywhere due to the vehicle being registered to myself.
* On the second page of my letter to you and Direct Line, I had stated that due to Direct Line's computer systems, between 24 November and 27 November I had no insurance policy for the vehicle ……. Which put me, my family and other drivers at risk, during these 3 days; I had travelled over 200 miles. Derek at Direct Line claimed that if the police had stopped me no insurance policy would have been found on the MID (Motor Insurance Database) and continued to claim even with this fact the police would have not towed my vehicle due to it being not insured. How can such a claim be made? The facts are no policy existed between these dates and no information was on MID. Police would have certainly towed the vehicle and criminalized myself. But to date no apology has been received for the risk Direct Line put me in.
* During the investigation of my complaint by Direct Line. Derek had promised on numerous occasions that he would call me by a certain date and time, but every single promise was failed by him. This resulted in myself having to continue to chase Direct Line for updates and information. As stated in my letter, this amounted to a 18 pound of phone calls of which I offered to provide relevant phone bills as evidence. Nether you or Direct Line has failed to respond in regards to this specific point or my request of this being refunded to me. Once again I offer relevant statements from my phone bill to show this.
* I also requested written confirmation on why Direct Line's systems failed on these occasions providing an explanation on what happened and what went wrong. But yet no comment from Direct Line or you.
All the above points require addressing individually, and I do believe that you failed to even request this information from Direct Line, otherwise no doubt that you would have included it in your letter. Once again impartiality comes into question.
In your letter you requested a response with 10 working days or confirmation that a response would be provided by cannot be provided by the 21 August. I would also like a response within 14 working days and if this cannot be done please notify me.
Yours Sincerely
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
Heres my response to the financial ombudsman service, my response kinda tells the story and kinda tells the story of there investigation, but any questions pleas ask away, will update with response once recieved.
Ive sent it via email to the adjudicator at FOS, maybe it will be passed to an actual Ombudsman?
I love dealing with these people
Quote:Dear Alan,
I have received you letter dated 7 August and all points within are noted.
Within your letter you state that there is not enough evidence to clarify what details were inputted on both policies quotes submitted via Direct Line's website, as the emails provided only show a summary. You also believe that the price difference on quotes, between the 24 November and 27 November, were due to different information being used, which in a sense you claim that I provided false information in order to gain a lower premium. Firstly, let me clarify no false information was ever provided as this would have invalidated my policy, putting me, my car, other drivers as well as my family at risk. I do also appreciate that the full information cannot be obtained in regards to both quotes; the price difference could have been due to Direct Line's systems which have already failed on one occasion, before submitting the second quote and that also failing.
You state in your letter, that the role of the Financial Ombudsman Service is to support neither myself nor the business, concluding in your role being impartial. How can this be, when you fail to recognize that the difference in price between the two quotes could have been due to two reasons? One as highlighted above and clearly pinpointed in the letter, that I provided false information. The other which you clearly did not mention at all, that it could have been due to Direct Line's systems. Your role is to look at all possibilities. If not please clarify.
In regards to the response you provided and the explanation that the premium cannot change to the online ones, as all the information which was submitted cannot be provided by me or Direct Line, concluding the FOS not being able to uphold my complaint. As you can appreciated no documents was received by myself, and I can clarify that the emails provided is all the information I can provide. However, how can a organization such as Direct Line who issue customers with car insurance policies, which is a requirement by law for drivers, have a system in place where a customer submits a online quote, receives a confirmation email of the policy being in force, and then for some odd reason it "disappears" from their systems on two occasion, with no trace at all? Apart from the fact that it’s not on the system, which any call centre agent is able to advice. I sincerely do not believe that the full information of the quotes submitted via the website cannot be obtained by Direct Line. I also believe that Direct Line is withholding this information as this would resolve the complaint towards my position.
Also my original letter to you raised many issues which nether the FOS or Direct Line have provided a comment or explanation to, but to clarify I will bullet point them below to clarify what I require comments on and what action is going to take place:
* In your letter and Direct Line's last correspondence to myself, it states that a letter was sent to my father on 1 December stating that I had tried to take out a policy but this had failed, and indemnity would be offered if it was required. Please clarify why a letter was submitted to my Father Mr. …….., when no policies were ever taken out in his name. Both quotes submitted for purchase on 24 November and 27 November, Mr. ……. was not the policy holder nether I had named him as a Driver; however Direct Line issued him this letter. A witness statement can be provided by Mr. …….. clarifying that he did not take any policies out on the vehicle in question. If he did take out a policy it would have been invalid anywhere due to the vehicle being registered to myself.
* On the second page of my letter to you and Direct Line, I had stated that due to Direct Line's computer systems, between 24 November and 27 November I had no insurance policy for the vehicle ……. Which put me, my family and other drivers at risk, during these 3 days; I had travelled over 200 miles. Derek at Direct Line claimed that if the police had stopped me no insurance policy would have been found on the MID (Motor Insurance Database) and continued to claim even with this fact the police would have not towed my vehicle due to it being not insured. How can such a claim be made? The facts are no policy existed between these dates and no information was on MID. Police would have certainly towed the vehicle and criminalized myself. But to date no apology has been received for the risk Direct Line put me in.
* During the investigation of my complaint by Direct Line. Derek had promised on numerous occasions that he would call me by a certain date and time, but every single promise was failed by him. This resulted in myself having to continue to chase Direct Line for updates and information. As stated in my letter, this amounted to a 18 pound of phone calls of which I offered to provide relevant phone bills as evidence. Nether you or Direct Line has failed to respond in regards to this specific point or my request of this being refunded to me. Once again I offer relevant statements from my phone bill to show this.
* I also requested written confirmation on why Direct Line's systems failed on these occasions providing an explanation on what happened and what went wrong. But yet no comment from Direct Line or you.
All the above points require addressing individually, and I do believe that you failed to even request this information from Direct Line, otherwise no doubt that you would have included it in your letter. Once again impartiality comes into question.
In your letter you requested a response with 10 working days or confirmation that a response would be provided by cannot be provided by the 21 August. I would also like a response within 14 working days and if this cannot be done please notify me.
Yours Sincerely
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
06-07-2016, 10:10 AM
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
just re-read it and lots of mistakes oh well, sent it now
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
07-07-2016, 02:26 AM
Quote:Dear Mr Ull-Din,
I confirm that I have received your email dated 17 August 2009.
I will your case in light of your comments and provide my reply within
the next 14 working days as requested.
Yours sincerely
Alan Collins
Adjudicator
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
heres the reply:
Quote:Dear Mr Ull-Din,
I confirm that I have received your email dated 17 August 2009.
I will your case in light of your comments and provide my reply within
the next 14 working days as requested.
Yours sincerely
Alan Collins
Adjudicator
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
07-07-2016, 02:36 AM
LEXUS IS200 Sport Navigator - 140.8db
Kenwood DNX 8220 BT - Custom OEM Screen Conversion - PS2 - Epic 150
Front: MB Quart QSC216 / Centre: MB Quart PKH110 / Rear:MB Quart RUA213 / Sub: MB Quart PWH 302 x 2 / AMPS: JL 1000/1 - JL 300/4
whats the point your trying to make??
LEXUS IS200 Sport Navigator - 140.8db
Kenwood DNX 8220 BT - Custom OEM Screen Conversion - PS2 - Epic 150
Front: MB Quart QSC216 / Centre: MB Quart PKH110 / Rear:MB Quart RUA213 / Sub: MB Quart PWH 302 x 2 / AMPS: JL 1000/1 - JL 300/4
07-07-2016, 11:42 AM
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
you refering to the complaint?
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
07-07-2016, 12:00 PM
Lexus IS200 Mods--TTE Supercharger, Tein Superstreet Coilovers & EDFC, 6000K HID Lights, HKS Silent High Power Exhaust, DBA Front Discs, Kenwood DNX9240 Head Unit, 19" Rims, TRD Kit, FIGS Bonnet Struts, Greddy Pillar Pod & Defi Gauges, TTE Red ARBS . And Been To WIM twice
Think thats the Most that I have read in years :Chair:
Lexus IS200 Mods--TTE Supercharger, Tein Superstreet Coilovers & EDFC, 6000K HID Lights, HKS Silent High Power Exhaust, DBA Front Discs, Kenwood DNX9240 Head Unit, 19" Rims, TRD Kit, FIGS Bonnet Struts, Greddy Pillar Pod & Defi Gauges, TTE Red ARBS . And Been To WIM twice
)
07-07-2016, 12:10 PM
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
Basically, took a policy out on 24th november on the webite, for my is200 then, rang on 27th no policy existed, took another online as cheaper then on the phone, on 28th still no policy on direct lines website, messed about, had to take a 300 pound more expensive policy over phone, was promise that it would be changed to the online ones once investigated, it was investigated but nothing was done about the price. no apology from direct line for not having insurance for 3 days due to there computer systems, so took them to the financial ombudsman. there replied like cowards lol and thats my reply to them lol
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
07-07-2016, 12:10 PM
Mr Mole Think thats the Most that I have read in years :Chair:
lol didnt take long to type !
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
Mr Mole Think thats the Most that I have read in years :Chair:
lol didnt take long to type !
[COLOR="Gray"]December 2008: Crashed Lexus IS200 - Cat B Write Off
August 2009: Crashed Vauxhall Astra - Minor Damage DIY Repair
November 2009: Crashed Vauxhall Astra - Scratches To Bumper No Repair Required
February 2010: Other Party Crashed Into Astra - Extensive Damage To Rear -Settled With Third Party's Insurance
Anyone dare To Predict The Future?[/COLOR]
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