My policy accidentally auto renewed. I tried to cancel within the 14 day cooling off period. They told me I couldn't and they would keep the premium and I would have to pay £4.99 on top of that to cancel the policy and another £4.99 to cancel the next auto renewal. I phoned, wrote and exhausted their complaints procedure, getting nowhere with them - they even told me the Financial Ombudsman Service had upheld previous cases. I then filed a complaint with the Financial Ombudsman Service and they immediately returned my premium with no charges deducted and apologised!