Your letters: Open letter to the ABI, FSA and FOS
We have it all: human rights, data protection, statutory obligations, regulatory regimes, codes of conduct, corporate governance, rules of engagement, terms of reference, standards for this, standards for that and, ah yes, let's not forget, 'complaints procedures'.
According to the Financial Ombudsman Service (FOS) Annual Review 2009/2010 only 3,437 of their new cases involved complaints concerning building insurance, more than double the 1,549 in their 2003/4 review. They do not give any further breakdown but I think it a fair assumption that the majority concerned claims.
Many complaints do not reach the FOS. Insurers accede, compromise or persuade the policyholder their decision was correct. Some complainants give up, a few litigate and others exceed
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