We have had a claim open on the 13.06 for floor at our showroom. Have opened a claim the same day and was assigned a claim handler in the name of Tylia Bagnall. since then she has never picked up her phone with her away message always stating she is on anual leave and she has never responded to any of our emails. i have called their help line numerous times being told a few times we will be contacted in 24 hours but have never had a call back. After 2 months she has requested invoices for the damaged stock which we have provided the same day. now another month has passed and the person who picked up the phone when calling customer service has told us that nobody logged on the invoices we sent over a month ago and they will be escalating it to a manager. not holding my breath about that either. we will be contacting the Financial Ombudsman Service (FOS) today regardless if they call back or not as this in unnaceptable.
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