Will not be using you - a combination of not telling about the 12% costs of spreading the costs for the year and £50 cool off costs means there will be no way back!!
Thank you for taking the time to place a review about HomeProtect. We're sorry to hear that you were disappointed with the direct debit APR and the cancellation fee.
Regarding the direct debit 12% fee, assuming you obtained your quote online, this is stated on every online quote at the bottom of the Quote page in normal text size, it reads as follows: "The first instalment of £14.94 is payable by credit/debit card, followed by 11 monthly instalments of £14.94 payable by Direct Debit, which includes a 12% transaction fee, equivalent to 25.9% APR" The Quote page forces you to click YES to say that you have read the specific terms, which includes this section. The terms section is normally only 5 or 6 points, so very easy to read compared to some other ecommerce websites. If you obtained your quote over the phone with one of our team, every sales agent is trained to read out the entire set of terms - but if you have a complaint about this, we would happily take your quote reference number and listen to the sales call to investigate whether this was indeed read out to you.
Regarding the £50 cancellation fee, Our charge is commensurate with industry-standard and is therefore not construed to be punitive. Many on-line providers of home insurance charge a cancellation administration fee because we all incur administration costs in cancelling policies. This works to the benefit of customers who do not cancel in that we are able to avoid passing on such costs to them. We have a duty to treat all our customers fairly. We felt it was not fair to our other customers whilst they were having to cover these costs. You would have been made aware of this fee when you purchased the policy, again either via the online quote form or as the sales agent read out the section on the script.
If you still wish to make a formal complaint about either of these points, please send us a message via the homeprotect website, choose Contact us, then click the large blue button to open the Feedback form. Choose "Making a complaint" as the topic, and enter your quote reference number, your tel no and your full name.
With kind regards,
Elisabeth
Digital Marketing Manager, HomeProtect
Reply to this comment
Stmartial's Comment
Written on: 28/01/2015
Read the policy documents first and listen to customer service carefully - these costs are standard - 1 star really unfair - my experience 5 star ++
By Homeprotect
Written on: 28/01/2015
Hi,
Thank you for taking the time to place a review about HomeProtect. We're sorry to hear that you were disappointed with the direct debit APR and the cancellation fee.
Regarding the direct debit 12% fee, assuming you obtained your quote online, this is stated on every online quote at the bottom of the Quote page in normal text size, it reads as follows: "The first instalment of £14.94 is payable by credit/debit card, followed by 11 monthly instalments of £14.94 payable by Direct Debit, which includes a 12% transaction fee, equivalent to 25.9% APR" The Quote page forces you to click YES to say that you have read the specific terms, which includes this section. The terms section is normally only 5 or 6 points, so very easy to read compared to some other ecommerce websites. If you obtained your quote over the phone with one of our team, every sales agent is trained to read out the entire set of terms - but if you have a complaint about this, we would happily take your quote reference number and listen to the sales call to investigate whether this was indeed read out to you.
Regarding the £50 cancellation fee, Our charge is commensurate with industry-standard and is therefore not construed to be punitive. Many on-line providers of home insurance charge a cancellation administration fee because we all incur administration costs in cancelling policies. This works to the benefit of customers who do not cancel in that we are able to avoid passing on such costs to them. We have a duty to treat all our customers fairly. We felt it was not fair to our other customers whilst they were having to cover these costs. You would have been made aware of this fee when you purchased the policy, again either via the online quote form or as the sales agent read out the section on the script.
If you still wish to make a formal complaint about either of these points, please send us a message via the homeprotect website, choose Contact us, then click the large blue button to open the Feedback form. Choose "Making a complaint" as the topic, and enter your quote reference number, your tel no and your full name.
With kind regards,
Elisabeth
Digital Marketing Manager, HomeProtect
Stmartial's Comment
Written on: 28/01/2015
Read the policy documents first and listen to customer service carefully - these costs are standard - 1 star really unfair - my experience 5 star ++