# COMPLAINT LETTER TO OMBUDSMAN
Date: 15 May 2029
Parties: Nadia Khan and Rivergate Insurance plc
## 1. Status of this document
I ask the Financial Ombudsman Service to consider my complaint against Rivergate Insurance plc concerning policy RGI-44820 and a declined claim for water damage at 6 Meadow Court, Cardiff CF11 8QN. I am the policyholder and consumer.
## 2. Parties and subject
The escape of water occurred on 8 January 2029 when a mains pipe failed. I notified Rivergate the same day, supplied photographs, plumber's invoices and the letting agent's report, and paid £3,740 for emergency drying and repairs.
## 3. Facts and request
Rivergate rejected the claim on 19 February, saying the property had been unoccupied for more than 30 days. That exclusion was not clearly explained at sale; I had told the broker the flat was between tenancies and checked it weekly.
## 4. Evidence and checks
I complained to Rivergate on 25 February. Its final response dated 20 April maintained the rejection but did not address the broker's call note or the proportionality of applying the exclusion after accepting my premium.
## 5. Procedure and deadline
I seek reimbursement of £3,740, interest or compensation for being without the funds, and a direction that Rivergate correct its claim record. I would accept an independent assessment of any reasonable betterment deduction.
## 6. Rights and remedies
I enclose the policy schedule, statement of facts, broker email, call log, photographs, invoices, engineer report, complaint and final response. I consent to the Ombudsman obtaining relevant personal data from Rivergate and the broker, subject to UK GDPR safeguards.
## 7. Records and signature
I confirm I have not issued court proceedings about this claim and will cooperate with the Ombudsman's time limits and requests. This letter is not a court pleading; I reserve any right that remains available if the complaint is outside jurisdiction or cannot be resolved.