We paid £13,381 for a fully fitted kitchen from B&Q. Ten days into the installation the subcontractor accidentally caused a flood, damaging carpets, furniture and possessions.
B&Q managers advised that we make a claim. We therefore sent an email with supporting documents requesting £2,592.41. More than three months later we’re still waiting.
B&Q insists that the subcontractor’s insurer should pay. The insurer says that B&Q should give us the money then reclaim it from them.
Now both advise us that the quickest option is to claim on our home insurance, but then we would lose our 10 years’ no claims.
While the fitter’s insurance company and B&Q’s point the finger at each other, we’re the ones out of pocket and having to do the chasing. ML, Coleshill, Warwickshire
A sorry tale of corporate indifference. In this case B&Q, with whom you had the contract, should have settled the debt then claimed against its subcontractor’s insurer. But when in doubt, pass the buck.
After The Observer wades in, B&Q decides to pay out – and it’s pretty pleased with its magnanimity.
“We have supported them in their claim and have been encouraging a swift resolution,” a spokesperson says. “We are settling their claim ourselves, and will pursue recovery against the installer’s insurers.”
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
