This incident was a “non fault ” incident where the consumer claimed through his own insurer AGEAS insurance. They sought to deny his lawful entitlement and “defraud” him of this in “possible” breaches of the Financial Service and Markets Act 2000 under ICOBS 8.3.3. AND ICOBS 2.5.1 , RPPD and PRIN.
Rather than act “reasonably” or fulfil their statutory obligations under PRIN and the above, chose to ignore it. They treated their customer horrendously, this was primarily through pure arrogance of the engineering department.