Compensation from incompetent company

[Secondchild2019]

Need your advice Mumsnetters!

Dealing with a well down company who deals with insurance - catalogue of errors on their part culminating in them sending my marriage certificate to an old address of mine, despite me updating my new address with them THREE times...!

Said marriage certificate is now lost for good which is a little sad. But biggest issue is I don't know whose hands it may now be in and it contains quite a lot of personal info.

Company dealing with this is a complaint (after 2nd time of requesting this as they failed to do so 1st time) and offered £20 compensation which they raised to £50 when I pointed out that 20 barely covered the costs of a replacement certificate, let alone travel and inconvenience caused. They've said they've reported it as a data breach.

Have been waiting for £50 to appear in bank account. Phoned today to chase it and, guess what, there has been another error meaning they've not processed it. I got pretty annoyed at this point as their inability to do anything right is getting beyond a joke now. They said they would push the payment through now and increase it to £60.

I'm still not happy with this. They keep asking what figure would make this better for me which I find really weird and don't know how to respond to.

AIBU to ask what amount you think is reasonable?

Phone the ICC and ask if they have had a reported break from the company if not report the breach yourself.

I simply would not be interested in compensation.

Dealing with complaints such as this in my line of work I’d Look at the following (these are based on our redress guides as a FCA regulated organisation)
Failure to update my address causing me inconvenience as I had to do this more than once £25
Subsequent data breech £50
Loss of my marriage cert caused by their error £30
Distress and inconvenience (including travel etc or having to get new very sorted) £50

So just over £150 I would offer

Alternatively you could push for free premiums?

Or sometimes we send money eg £30 and a fabulous hamper we have a few by the white company could also say some sort of goodwill gesture?

Breach**

Thanks all - really helpful advice.

I will definitely call to check that it's been reported and that helps me answer when they keep asking what I think is reasonable!

I had a similar cock up with Barclays some time ago and they offered me £200. That did not include a data breach, so I would be asking for a bit more for that.

It included, among other things, having updated my details and then reverting back to my old address. Losing proof of my signature and wasting several days trying to get my own money out of the account to pay a solicitor for a house purchase that needed to go ahead immediately. There was more, but that was the really bad part.