DIRE customer service. Is contacting the managing director of E and I insurance the way to go?

[PureNewWoolWithPerfectStitches]

I am livid I have an outstanding claim (entirely legitimate, very simple) with this company. They will not get around to settling it (only approx £160!) I've had exactly the same problems with them before in that they will NOT contact you or respond to your contacting them.

I rang their claims department at least four times yesterday, the first time I spoke to a bloke who said their system was updating and could I phone back) and then the following times I got 'the extension you are trying to contact is busy' - after the third time I left my details and a request to be contacted, which of course has been ignored.
This is not the first time I have had problems with them. It was the same last time I had to make a claim. I've not even bothered with emails, I've tried that countless times on the previous occasion and did not receive ONE reply.

What can I do now? I will of course be cancelling my policies although one may have to remain as it is for a very elderly cat and I dont' think anywhere else will insure him How would I find out who the managing director is? Is that the best next step?

Sorry this is such a dull problem but I hope someone can help!

There must be an ombudsman or something like that - I would suggest writing one formal complaint - by email - so that you can say you attempted it and then contact the regulator/ombudsman - I bet you get a response from them then!

Ah yes, ombudsman, I'll find out about that, thanks. I have written an email this morning though from my previous experience this will have absolutely no effect.
Thanks for the reply

What about using the small claims court? I'd write to them first giving them (say) 14 days to settle and telling them that if they haven't dealt with the matter by then you will going to the small claims court.

You need to make a formal complaint to them and exhaust all their internal system before you can go to the Ombudsman.

Ring and ask to speak to a supervisor - don't let them tell you they'll call you, you will wait to be transferred. Then make sure you say that you wish to commence a formal complaint, and ask them to log that and send you the complaints procedure - they are required to do that.

BTW - they are known in the industry as 'Excuses and Lies', so that might give you an idea of how they work

LOL! CMOT, that sounds like a fitting name. Funnily enough, since I've started mentioning official bodies someone has rung me back and left a message. I have to phone them back Thanks for all the advice, if I don't get an instance solution now I will be going down the formal complaint route.

You could always try the money complaints section of a newspaper - I assume it's a bit of a lottery whether they pick your problem to solve, but they do get results.

You could always try the money complaints section of a newspaper - I assume it's a bit of a lottery whether they pick your problem to solve, but they do get results.

Write to the Guardian Money section, they seem pretty good at sorting this type of thing out. But of course the Ombudsman too.

Have been to ombudsman myself and before you contact them you must have received a final denial of your claim from the company involved.