In December 2014, I had the misfortune to be sideswiped by a London bus which pulled off a bus stand without looking. After reviewing the bus's CCTV, Merton bus garage admitted liability and left me to deal with their insurers. As my vehicle was a little over a year old and not wishing to compromise my paint warranty, I insisted the repairs were carried out through my local dealership. This necessitated my taking the car to the garage for assessment, them liaising with the bus's insurers and as this was just prior to Christmas, waiting through the shut-down period and re-opening in January.

The car was picked up on the 6th January and taken to a coach works in North London. The insurers arranged a hire car which I had to spend a half day collecting and filling out paperwork and the same when I returned it. I was told that the repairs to the rear nearside door, wing and bumper would have to be reassessed and the quote given to the insurance company for them to agree payment and the process would take approx. 2 weeks. After the 2 weeks, I contacted the coach works to find out how things were progressing only to be told that when the vehicle had been sent for wheel alignment, they discovered the back axle had been bent and would need to be replaced. So, it was another week before I got my car back, on the 26th January.

Two months later, I am still waiting for them to forward the cost of replacing the wheel trim and compensation for my time and out of pocket expenses, after all this was an experience I could have well done without. They initially offered me £25 which I turned down and then they offered a revised amount of £35 on the 22nd January, which I also refused as an insulting offer, did they think I was on a nil hours contract? I have not heard a word since.

I understand that mine is not a unique experience so I feel I should warn your readers not to rely on the bus company's insurers to save your no-claims bonus but report the accident to your own insurers and let them take the bus company to the cleaners.

Sue Gould

Abingdon Close

SW19