“So my insurance policy is with them, but nobody in the 'network' refers to B&B. They just use their brand name to sell L&G policies. Initially, even though the polilcy includes two hours of plumber, the lady you speak to on the 'helpline' does everything to put you off. You learn from the experience, ring again and put your case differently to the next person on the 'helpline'. A plumber comes and says they will send a 'report', apparently crucial, but it never comes. L&G then appoint their 'network' starting with BVS ('Building Validation Services') who sent someone round to find out how much the basement was affected, but he didn't actually look properly. He doesn't know the difference between chipboard and concrete. His writing is also illegible. Next, I was pressurised by contents insurance contractors who are called 'Renew' because they are keen to put a new carpet down even though nobody has fixed the subfloor. Then,on enquiry, it turns out that Bvs failed to instruct their building company 'Masterfix' for a whole week to start the work. Masterfix were supposed to install industrial dryers. Once I had reminded Masterfix that my basement is still damp, they said they couldn't do anything until an asbestos survey had been completed. Which was done a few days later. When I checked with Masterfix at the end of that week, they told me that they couldn't do anything about drying or building until the report had come through from the asbestos survey, which it hadn't. I'm still waiting for their phonecall to let me know when the first dryer will arrive. It's been more than a month since the incident. Meanwhile, another surveyor came from 'Renew', took a knife to the carpet and determined that it could not be replaced because Renew needs to await 'Decision on subfloor and fitted cupbord'. It is not clear which of the two fitted cupboard they refer to. We just know that the floor is rotting in beautifully black mould. Meanwhile, Renew give me two options: a cash settlement or a re-fit by their approved contractor, but not details on whether fitting is included. Which would be helpful, so I asked them who the approved contractor is, but no answer.”
“Treated like a criminal. Lost my phone and despite assuring me my claim would be settled within a day or two, they have automatically passed my ‘case’ to a third party ‘fraud investigators’. Wish I had read these reviews. Having made 2 claims with AA in the past 15 years, both minor personnel belongings, always settled immediately. To automatically assume all claims are fraudulent tells me all I need to know.. Not a nice feeling when being suspected of dishonesty! Regardless of the outcome, I will not renew in February. Be aware.”
“Watch out they auto renew your policy on a 12 month contact without your permission or any notice (was told I was sent out a renewal letter but to my knowledge I did not receive this) and then to add insult to injury charge you £35 to cancel the policy (which cost over 4 months of the policy). Bit of con if you ask me.”
“Watch out they auto renew your policy on a 12 month contact without your permission or any notice (was told I was sent out a renewal letter but to my knowledge I did not receive this) and then to add insult to injury charge you £35 to cancel the policy (which cost over 4 months of the policy). Bit of con if you ask me.”
“I moved house, so asked them to update my address on my contents insurance. They said an underwriter would get back to me within hours. After a week, I called them again, only for them to say sorry an underwriter hadn't made a new offer. After 3 weeks of calling they said they could waive my "cancellation fee" if I wanted to go somewhere else. I really needed to insure my new place, so I found another insurance and called them to cancel the current policy. They said I would get no money back, even though there were more than 3 months left on the policy. However, they would be kind enough to "waive the cancellation fee." That makes no sense, no one would ever pay to have a service cancelled and get no money back. They did not even try to sort out a new offer with their own underwriter, they obviously don't need more customers!”
“Renew cost of contents insurance up by 60% + from last year, not claim on my insurance.
Tried to cancel, you can only do it on the phone, they automatically renew if you want or don’t want to then in the 14 days cool off period charge you £25 !
I have spent hours trying to cancel by phone never get passed the auto answer service. Chat lines a joke!
Don’t use them waste of money and time.
Going to report them to trading standards.”
“I did not receive any notification from B&B that they were going to renew my deal automatically. Nothing came in the post and no email either. The only notification I had was when they sent me an email saying "thank you for renewing" with no indication as to how much they had increased my bill by. I logged in to their website to find that you had doubled my monthly payments. I rang to cancel and was told I will still be charged. I challenged the operator as to why my account was renewed automatically without my permission and she said that at the time of taking out the policy a year ago it states on page 11 of the 40 page "welcome" document that I should contact them to cancel the auto renew. A document so big that nobody is going to read it. I thought Bradford and Bingley was a reputable company but clearly their whole ethos is designed to trip up customers and make it as difficult as possible so that they can rinse you for every penny they can get. Needless to say they will not be getting another penny from me.”
“Awful customer service - have to wait 10 minutes on the phone to cancel a renewal. So easy online to renew, but nigh on impossible to cancel...
Aviva by comparison were super easy, no wait, straight to a person who was very helpful.
AVOID B&B.”
“Terrible service from start to finish. The saying buyer beware should be plastered all over this company, they offer cheap insurance with sky high excesses and their customer service team are about as helpful as a chocolate teapot. Never will I use this company again and I would advise any considering buying insurance with them not to. Absolutely the worst ever company”
“B&B are the worst. 0 Stars. Found out they took a renewal charge that was 40% higher than the previous year. No email was received from B&B re that auto renewal in advance or after, though I 've received their emails the year prior and then yesterday when I cancelled. They swear they sent me an email. There's nothing in my Junk or trash folders and I've received other emails from them with no problem. Interesting that I didn't get an email when my premium went up 40%.
Also, their link to 'Complain' on their website doesn't work. I'm going to complain to the FCA and you should too”
“I have a mortgage shortfall with this company which I have been paying what I can since 1993. From National Debtline's website I used their template letter to request they write the debt off (just over 17k). I am nearly 70 and on pension credit and attendance allowance. They called me yesterday and it was like being grilled by the Gestapo. They want 3 months bank statements and letters about my health and, whilst on phone, went through my credit file with a fine tooth comb. It showed some inconsistencies which I could explain but it was the condescending way the advisor spoke to me, as if I was beneath him. They are giving me two weeks to get documents together but I feel like just giving up and carry on paying. Their manner has been bothering me and I just know they'll come back to me with another grilling. I've got other things on my mind and can't be doing with all this but just want this debt off my back as I shall be paying it for the rest of my life. Horrendouss and unsympathetic company. Steer clear.”
“WORST COMPANY EVER! I am going to the ombudsman as these crooks are trying to charge me for moving house and not accepting any document as a proof of house move. AVOID THESE OR CRY LATER.”
“Poor customer service, admin charges for every little change, automatic renews even though card details changed, then charged me an admin charge.
Also charged me an additional charge for correcting my date of birth.”
“I had purchased contents insurance last year for £49, after receiving my renewal email, I thought it would be about the same price as I had never made any claims. As the renewal email did not tell me how much it was.
So after logging in, I realised they did a sneaky and took 84 pounds from my card account. Two days into my renewed policy they charged me £25 pounds to cancel and if I had left it to 14 days... it would have been £30. Would not recommend this insurance to anyone.”
“My contents premium was much to much compared with last year. As it is paid by direct debit the first I knew was when I saw it on my bank statement (my fault for not reading the renewal documents). I telephoned and after some discussion they agreed to reduce the premium. I agreed to this and they told me the new premium would be taken immediately and a refund of the first premium would be credited at the same time. I thought this strange , why not just refund the difference but they told me this was their policy. sure enough the new premium was taken from my account the very next day but after 10 days so far and several phone calls I am still waiting for the refund of the initial amount. My advice, there are loads of insurance companies out there, go to one of them instead .”
“I don't even want to give 1 star. They don't deserve a single star. Absolutely horrendous company! Do not get insurance with this company. Atroutious customer service, liars, let downs and totally untrustworthy. Rang a week prior to my policy renewal to cancel the policy as I found a cheaper policy elsewhere. I spoke to 3 different staff members who assured me it was stopped, 7th November; my policy was renewed and they took £164 off me!!!! I then spoke to a further 3 members of staff to be told I'd have to wait a week for my money even though it's their mistake. If you speak to SAV then ask for someone else, he promised to ring me back, email me and sort everything for Monday, HE HAS DONE NONE. I have now been told I won't get my money till wednesday. Customer service is awful. They took my money without authorisation and have made this process a nightmare and caused such inconvenience. The problem still isn't solved and I am still having to chase. DO NOT USE THIS COMPANY.”
