Direct Line home insurance - who to complain to?

[daffodil92]

Evening Dibbers,
Can anyone possibly point me in the right direction to find who to complain to at Direct Line? I’ve tried to complain to Customer Services but the person who dealt with it would not uphold it. He says there’s nobody else to challenge it with.
I will take it to the Financial Ombudsman but just wondered if there was a chief exec or something I could try first?
Thanks for any help x

[Moorlandman]

You need to follow the complaints process and then if still unhappy, send a complaint to the Ombudsman. It needs to be in this order for the ombudsman to consider it.

directline/complaints

[Alllovedisney]

Hi

Have worked within financial service complaints for many years so am ripe to answer this one for you!

Moorlandman is correct. Going to FOS is the official next step.

However the current waiting times at the FOS along with the huge push now from firms to prevent FOS cases, would mean I would chance my arm and email the CEO.

I’d keep your email brief, polite and explaining why feel the complaint handler was incorrect and also explain that you are reaching out to them as a last resort before contacting FOS.

[daffodil92]

Originally Posted by Alllovedisney

Hi

Have worked within financial service complaints for many years so am ripe to answer this one for you!

Moorlandman is correct. Going to FOS is the official next step.

However the current waiting times at the FOS along with the huge push now from firms to prevent FOS cases, would mean I would chance my arm and email the CEO.

I’d keep your email brief, polite and explaining why feel the complaint handler was incorrect and also explain that you are reaching out to them as a last resort before contacting FOS.

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Thank you very much indeed for this.
I shall try to find her email address and get onto this at the weekend.