I’m not happy with your response to my complaint – what else can I do?

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I’m not happy with your response to my complaint – what else can I do?

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I’m not happy with your response to my complaint – what else can I do?

26/04/2023

We won’t always agree on how to put things right so if you don’t agree with our decision, you may be eligible to refer your complaint to the Financial Ombudsman Service. More information on the Financial Ombudsman Service can be found on their website.

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What can I do?

View your policy documents

Car
Van
Bike
Home

Upload documents to validate your policy

Car
Van
Bike
Home

Report a claim

Car

Make changes like adding a driver, changing address, or upgrading cover*

Car

*Watford car policies only.

The table below sets out what fees are applicable if you choose to cancel your policy with us. The fees differ depending on when you cancel your policy. For full details regarding cancellation of your policy with us, please refer to our Terms of Business.

Please note some insurers also apply cancellation fees and charges - please ensure you review your policy wording before cancelling.

Fees included if cancelled	Before policy starts	Within 14 days of policy starting	After 14 days of policy starting
Cancellation fee	£25.00	£35.00	£75.00
Broker fee	None	Pro-rata	No Refund
Number of days on cover	None	Pro-rata	Pro-rata amount
Direct debit set up fee (If DD has been collected)	None	£45.00	£50.00
Full premium of any add-ons on policy exclusing RAC^**	None	None (Unless a claim has been made)	No Refund^**

Before policy starts

Cancellation fee	£25.00

Within 14 days of policy starting

Cancellation fee	£35.00
Broker fee	Pro-rata amount
Number of days on cover	Pro-rata amount
Direct debit set up fee (If DD has been collected)	£45.00
Full premium of any add-ons on policy excluding RAC^**	None (unless a claim has been made)

After 14 days of policy starting

Cancellation fee	£75.00
Broker fee	No Refund
Number of days on cover	£50.00
Direct debit set up fee (If DD has been collected)	No Refund^**
Full premium of any add-ons on policy excluding RAC^**	None (unless a claim has been made)

^**RAC breakdown cover will be manually pro-rata'd less and comission

^*For XS Direct policies please refer to your policy documents

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