Paul Moore
I purchased a Mazda MX5 on the 8th of March. On the 9th, a vehicle inspection from a local mechanic determined it was scrap and needed to be returned for a full refund. I was insured for all of 33hrs, for which Lancaster Insurance charged £51 in fees and usage charges. FOS regulations state they can charge an admin fee (£20) and pro-rata the insurance used... or £1.01 to be exact. I complained that a fee of effectively 25% of my policy was excessive and they agreed to increase my refund by £17. However, FOS regulations also state you're allowed to cancel within 14 days, starting from the start of your policy or receipt of your insurance documents, which ever is later. I had yet to receive my documents, so technically I was due a full refund. They disagreed. Today, I called to find out why my refund hadn't arrived. They said the insurer had gone back on their word and I was being charged £78 instead of £32. I threatened them with an FOS complaint and amazingly, my refund was processed immediately. The customer service rep was rude, bordering obnoxious and clearly wasn't interested in helping. "I've done everything I can" was her parting shot, before I asked to speak to her Manager. The Manager however, was helpful and polite. In summary... yes, they're cheap... but I can imagine it'd be an absolute nightmare getting them to pay out on a policy if they drag their feet over a simple refund. Once bitten...
2 years ago
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