Please note that any refunds can only be made back to the card used for the original transaction, or where this is not possible a cheque or BACS transfer will be issue
If you choose to pay your premium by monthly instalments this will be arranged for you through a third party finance provider and you will receive details of your instalment schedule when you take out your insurance policy.
Please note that paying your premium by monthly instalments does not provide a months cover at a time, you will have entered into an annual contract of insurance and have chosen a more manageable method of paying your annual premium. You are responsible for paying the monthly instalments when they fall due, please therefore take note of the payment schedule provided to you. A missed payment charge will be incurred for any failed monthly payment, and if overdue payments are not received within 7 days of defaulting, we will commence the cancellation process.
For your protection, if you cancel your direct debit it will not automatically cancel your insurance policy, and could lead to unnecessary charges being applied to your policy. You should always contact us in accordance with the ‘Cancellation’ section of this document.
The finance providers will have their own terms and conditions, which you should read carefully upon receipt.
We reserve the right to withhold documentation until due payments have been made. We will provide any documentation that we are required to do so by law.
We are committed to delivering a high standard of customer service at all times but in the unlikely event that you have cause for complaint your should first speak to our customer service team who will try to swiftly resolve the issue. If you remain dissatisfied, you should put your complaint in writing to the Complaints Manager using the address in the ‘About Us’ section of this document. You can request a copy of our complaints procedure free of charge and at any time, and the procedure can also be found on our website.
Having followed our complaints procedure, if we still cannot resolve your complaint you may be able to refer the matter to the Financial Ombudsman Service (FOS) via www.financial-ombudsman.org.uk