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“Disgusting! Two admin fees within 48 hours”

written by jmj2010 on 06/04/2015

I called on Saturday to change my policy as I was going to view a car after the call centre had closed. I was concerned with what would happen if I didn't buy the car so questioned this and was told I can call back Monday (closed Easter Sunday) to change it back. I didn't get the car as it was not as described so I called Monday and asked them to insure the new car which I bought instead. Churchill insisted that I pay a £26.50 admin fee to do this, even though it was charged on Saturday for the change which never happened and I was told could be reversed.

I spoke to a Team Leader who advised that an admin fee is "something they have to charge" which I understand, but not twice in 48 hours and one for a change that did not go ahead. I think this is disgusting and will be going to the Ombudsman following a formal complaint to Churchill. I have already been told by the team leader that the Ombudsman will not listen to me as they are happy with Churchill's procedures, looking at these reviews their customers say otherwise.

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