Boiler insurance - Unable to fix/solve fault

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Sometimes an engineer cannot fix or solve a fault. There could be various reasons including:

If the engineer cannot gain access to the boiler or any buried pipe work
If the engineer is not reasonably able to find parts for your appliance or system.

The engineer should explain why they couldn’t fix the fault. You should contact your service provider immediately as you may be entitled to money back or a ‘good will’ payment. If the fault is causing you serious problems you should ask that the service provider sends out another engineer with the appropriate equipment to deal with the problem that you have encountered.

You should know

You cannot raise your case to the ombudsman until 8 weeks after you have first raised your complaint with your insurer
Your complaint must also not be older than six months.
For an accurate decision by the ombudsman you should provide a detailed file of your communications and supporting documentation
If you’re making a complaint about an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

How long do you have to wait?

If you cannot resolve your issue you cannot raise your case to the ombudsman until 8 weeks after you have first raised your complaint with your insurer, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked.

Is there a time limit?

Your complaint must also not be older than six months.

What will the ombudsman do?

For an accurate decision by the ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help them assess your case.

What is a deadlock letter?

Your case will be considered to have reached deadlock if the company:

Feels it has done everything it can
It is unwilling or unable to give you what you are requesting
It says there isn’t reasonable cause for complaint

Or if neither you or the company is willing to change.

These types of situation are known as deadlock.

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