I had a policy for our jack Russell - TOTO since 2009 - 2014, I have just received a letter from the FINANCIAL OMBUDSMAN to say they cannot uphold my complaint, which I find utterly disgusting. I took out this policy when Toto was a puppy, he had been seen at the vet for a cut paw and shaking head, he is and has been continued to be healthy — in 2010 he developed an ear infection - OTITIS - Petplan paid for his treatment then again and again, in Feb 2014 he was referred to a specialist in St Helens, Petplan refused authorised treatment even though they had paid for treatment previously, they claimed I had not "disclosed" his ear condition when I took the insurance out, - I cannot remember when taking out the policy what I said, neither can they! — after this our pet which needed the treatment has not had a recurrence, but I continued to pay the premium (6 months) - the very best policy money could buy. when i complained to the FO Petplan then continued to barricade me with "new agreed policies with "exclusions" for ear infections, and even sent me a copy of an invoice for some £2000 — for what?

My vet wrote to the FO to say the ear infection he had in 2008 could not be related to the one in 2010, I submitted this to the FO - an "adjudicator" then informed me she could not uphold my complaint even though my evidence was stronger than Petplans, I did not accept her decision which was then referred to the ombudsman, and '18 months' later have just received a letter to inform me they will not uphold my complaint — what is the point of the FO? I have read other similar stories on your website - who works for who? — this company are stealing money from people, — animals are precious, we care they cannot speak and put their trust in us, this company (PETPLAN) is utterly disgusting and need to be taken to task!!!! - something needs to be done — they have got away with not paying out time and time again! and I do agree this company PETPLAN is recommended by some vets - I wonder why!!! - and does the FO really care about the consumer?