A quick recap. Broker Direct PLC insurance voided our insurance contract because they believed our property has had underpinning despite evidence to suggest it has not and a complete lack of evidence to suggest that it has. This was a result of us asking them if they need to investigate cracks in our walls – that was how this began.
At this point in time (7 April 2024), Broker Direct PLC insurance have left us with no insurance and have refused to listen to anything we say. Their customer service is terrible. I have submitted a Freedom of Information data request to get copies of everything they have on file about us. I will be looking out for the way they have handled data privacy and security and how they have handled our case. I will be writing to the ombudsman whatever the case to make a very formal complaint, but more about that later.
Grove and Dean seem surprised by a complaint I have raised with them. They are missing at least one telephone call. Our complaint is based on the fact that we were told to state that we do not have underpinning, based on the Home Buyers Survey we had done and the results of that.
We contacted a Structural Engineer to come and inspect the property to determine next steps and we contacted the council to ask them how we connect our findings with the record they have on their database.
…THEN SOMETHING AMAZING HAPPENED…
I wrote about the fact that I have contacted the council twice about this record and on both occasions they have said that they have no records – so more than one person has said this.
Guess what?
The council replied that they have found the Certificate for the underpinning!!! The amount of stress caused by this single document being missing is beyond words.
Where do we go from here, then? Let’s start with the findings from the council and the structural engineer!