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“Awful company, arrogant and misleading”

written by frankash9 on 03/09/2014

Having moved house recently I called to change my address and was told that I have to pay a £35 admin fee. My premium was the same but this is a standard across the board charge because I had simply moved home.

I was told that it was to cover postage of policy documents and also for them to inform various other organisations. Firstly, they don't send policy documents by post it is all online, secondly, they update the details on a pc and hit confirm, yes admin work but hardly justifying the £35 charge!

The main reason i am so angry about this though is how the agent attempted to get me to accept this. His words were, "you should count yourself lucky, I've had people change address and be charged over £300". Now, I am sure there have been POLICY increases of £300 however never has anyone been charged a £300 ADMIN fee.

A deliberate attempt to mislead me and make me go away. I used to work insurance so fortunately was able to call him on his behavior, if this had been someone else, for example an elderly person they would have just accepted this I'm sure, disgusting behavior.

I argued my point and eventually, after not receiving a promised call back and having to chase them days later, I spoke to the complaints team.

yet again I was given the general push backs of you agreed the terms and conditions ect but the defence of the agent was arrogant and disturbing. The complaint handler said, "I agree that what the agent told you was irrelevant to the conversation however I do not think he was being misleading" How does that work, where is the common sense?

Anyway, I clearly wasn't going to have any success with this company so I have now taken my complaint to the Financial Ombudsman Service who have taken on my case as they think it is a pretty poor show as well.

Current status of my insurance by the way is that because I will not pay my £35 fee they have now cancelled my policy with 6 months ish to go. I paid up front and they say I will get a pro-rata refund of any monies outstanding, less a cancellation fee of course, how much do you think this is?? You guessed it, £35!!

Be careful with this company