call centre recording (insurance)

[evedawn]

How long must a call centre (insurance) legally keep recorded conversation?

We're in a wangle with em as they say we verbally cancelled motor vehicle insurance - we say we didn't and want a transcript of the tape to prove it.

[ChuckFickens]

there is no legal requirement for them to record the conversation at all, let alone keep it for any length of time.

The only legal requirement is that if they are recording it then you have to be made aware that the call is being recorded.

[evedawn]

ok chuck thanks for that.

MY opinion is that if they no longer have the recording (of only 3 months ago) then it's THEIR duty to prove that we cancelled.....not ours to prove that we didn't?

hopefully i am right.

[LoftyLottie]

If you had cancelled your insurance, surely you would have had some paperwork from the company to confirm this, just to cover themselves. I think you have a good case.

[evedawn]

Yeah - that's what WE thought (paperwork or a letter trying to tempt us back)

They say we should've noticed our direct debit never came out (and they are right we oughta have but...there are so many D/debits each month and this was a relatively minor amount and so we didn't notice!!)

[LoftyLottie]

Have you put it in writing that you have never cancelled this insurance? If not, you should do so. Write to them and tell them a copy has gone to the Financial Services Ombudsman.

If you did cancel it verbally there will be a note on their records of the date you telephoned and who you spoke to.
Did you phone them at any time for anything else. Believe me, terrible mistakes are made in call centres - it only takes someone to press the wrong button and things can be cancelled, and loads of temps work in call centres and get awful training!!!

I hope you get somewhere. Persevere!!

[evedawn]

Thanks lofty. Yes we will put it in writing and go to ombudsman if required!!

We will persevere. We HAVE to....

[LoftyLottie]

It could also have happened that the wrong insurance policy might have been cancelled, and that someone else has an up and running insurance they they think is cancelled? It really does only take someone to type one digit wrong and not check the name properly. It happens.

I have worked in a call centre - I have no faith in call centres whatsoever!!!

[LoftyLottie]

Always demand to speak to a Team Leader if you call a Call Centre with a complaint and never take 'no' for an answer. The more fuss you make the better!!!

[aniani]

If you haven't already done so, I would advise you to insist on speaking to a supervisor or accept a callback by the close of business on that particular day if you are told that nobody is currently available. You will probably only need to mention FSA... Good luck

[LoftyLottie]

I agree with you aniani!!

[evedawn]

\Thanks again for all your help - we were told yseterday that a supervisor would us if not by last night then by this mornign at the very latest....ummm we are stillw aiting. My husband is gonna get on the phone ot em shortly and kick up a big fuss!

Matter of interest aniani you say meantion "FSA" ....why? What do you mean?

[LoftyLottie]

Financial Services Authority, evedawn.

http://www.fsa.gov.uk

The regulatory body for financial institutions. Worthwhile you contacting them.

[evedawn]

thanks for clearing that up lofty