My final demand to Royal & Sun Alliance

I’ve recently sent this letter off to Royal & Sun Alliance as my patience with them is at an end. Hopefully now they’ll actually do something and fix the car they were supposed to fix last year. I live more in hope than in expectation, but as my previous blog showed; they do read this website, so maybe it’ll spur them into dynamic action.

Zoe Banks
Royal & Sun Alliance
PO Box 21561

Reference: **************

Zoe, thank you for your letter dated 31st July with regards to my car, the BMW Z3, registration P192 PLR.

However I feel you may over looked a few points.

I understand that there would be no need to replace the lock set for my car if the key had been recovered because a new key cannot be made without adequate documentation for the vehicle. However, the key was never recovered. I had to give my spare key to the Hillcroft in order for them to recover my car.

I only ever had one key back, my spare key.

If as you say the car was recovered with the key in the ignition then please produce the key. I will accept that the locks do not need changing if you can provide me with the original key, otherwise replace the locks as instructed.

With regards to the damage and providing an estimate, I’m afraid I cannot do that as the car is no longer insured, taxed or MOT’d and as such cannot take the car to a repair shop. It was 13 months ago when you should have acted. I have tried to get someone to come to see the car where it resides, but alas no one is interested in doing so.

So, as again it was your fault the car was not fixed last year I expect you to arrange for someone to visit the car to provide an estimate, and then repair it. Please let me know when you have made these arrangements. The car is currently located at *********, Newport.

With regards to the £55 you owe me for lost items, I am not willing to wait any longer for this as it been over a year. Kindly send me a cheque to my Manchester address without further delay for that amount.

Finally, with regards to the content on the website; all statements on the website are accurate. If RSA is embarrassed by the content it is perhaps due to RSA’s incompetence over the past year. You will also find on the website detailing of further incompetent acts by various parties, including Direct Line, who are also responsible for the mess surrounding the BMW.

Their case is currently with the financial ombudsman.

I record all of my phone calls, and am entitled to do so. They are posted on the website as I believe it is in the interest of all concerned to discover just how bad customer service can be with various companies, including RSA.

I will consider removing the content once this matter has been resolved to my satisfaction. I have seen little sign of that so far, one year on.

I look forward to your reply.


Darren Jamieson

Let’s see what they come back with. I have a feeling I’ll be buried with that car, still unfixed.

Darren Jamieson, aka MrDaz, is the Technical Director and co-founder of Engage Web and has been working online in a career spanning two decades. His first website was built in 1998 and is still live today.

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4 thoughts on “My final demand to Royal & Sun Alliance”

  1. Hi there, found your site looking for email address for Chris Moat. I’ve a problem with Peugeot Insurance on a third party claim on my wife’s Zafira, shoddy work from repairers and additional damage they have caused. Numerous phone calls since March 2006, 5 repair jobs by the same repairer at the reuquest of the insurer, 3 letters 2 of which have not been acknowledged despite third one being sent recorded delivery ( I have proof of receipt). Anyway, I have ascertained that Peugeot Ins is operated by Direct Line who are owned by RSA.
    Hoping my letter to Chris Moat would resolve the situation but on reading your blogs i’m doubtful. Oh and I’m a direct Line customer myself…………..not for much longer though me thinks…………not they probably care.

  2. Hi Shane, I wouldn’t bother with Chris Moat – he’s rarely in the office and doesn’t speak to customers. I’d recommend you phone Ray Harper on 020 8686 3313. Maybe even mention my name and this Blog, I’m sure Direct Line would be very interested to know that customers are finding and sharing their tales of incompetent service.

    Good luck with it, and post your findings here.

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