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“Poor customer services ”

written by hunter01 on 06/02/2015

This copy of the email sent to customer services

Dear Mr Sach,

Many thanks for your letter dated 05 February 2015.
Firstly let me state that my partners surname is Langton and not Langley.
The reason I made the complaint was because i was miss informed by FFP when I called to set up the DD before my holiday as I stated at no point was I told the DD must be returned before the 27th because I would of requested the form via email or fax to my address.

The two main reasons for the complaint was

1) To try and have my insurance reinstated.
2 ) to have an acknowledgment that a mistake had been made on your part.

It was explained to me that it was unable to reinstate my insurance and was asked if
I would like new quote for insurance. I was not happy that you turned a complaint round into trying to drum up new business and secure another year of insurance of me.
I've since found home and contents slightly better then yours for, get this..£260 cheaper!

Now, as I explained I was also after an admittance that a mistake had been made. In my eye the word sorry goes a long way in my book.

I did everything correctly when my DD was cancelled, the reason this happened was fully explained when I phoned up to set up a new DD as soon as my bank informed me of fraudulent activity on my account and had to be closed, I also explained I was waiting for a new account number and sort code.
Again I would like to stress this was fully explained.
Now I get this letter from you more or less calling me a lier, you state that your assessment of my complaint is not a reflection of whether I'm telling the truth or not. But that's not what it looks like to me..seems to me your just taken the easy option.

You state that if I'm not happy I could take the matter up with the financial ombudsman service.
Let's face it, they are useless in cases like that this and in the world of social media a bit old hat.
I therefore intend to 'spread the word' about the very poor service I've received via insurance review sites, Twitter and of course facebook, where I will post this entire email on starting of course on your NFU Facebook page. As I live in a close knit rural community I will of course make sure I tell everyone that listens to me about the problems your company has caused me.

All the best
Mark