Motorbike insurer and finance company, who to complain to?

Osito43

Hi all,
I normally lurk but my parents are getting stung (I believe) and could really do with some information based on their situation.

My father decided not to renew his insurance with Express when it ran out in April and has recieved a letter in writing to confirm that.

He told me that he also sent a letter to the finance company, close (brothers) premium finance.

Fast forward to June when I was helping my Mum with her banking due to illness. I saw that they had two months worth of finance taken out of thier account. I asked my parents to call Express and double check that they had cancelled. They had.

They also told my parents that it was in error and they should not be paying anything, I don't know where the finance is going.

I told my mother to cancel the DD to make double sure. The next month Close Premium Finance send a letter about default payement.

My parents were unable to get through to Close Premium Finance and when they called Express Insurers they were assured that it was in error and they would deal with the issue.

Skip to today when I find out my Mum has been sent a letter from a debt collection agency, Creditlink Account Recovery Solutions (CARS), for the financing that Close Premium Finance are providing, who to? I don't know.

I decided, maybe a little to rashly (but they ARE my parents), to start making phone calls after the insulting way I heard them treat my father (spending 20 minutes explaining how a lone works in the same manner you would talk to a child while repeatedly telling him that he is not listening and can't seem to understand what they are saying, Sorry still angry). After 10 minutes of me literally just telling them to put me through to a supervisor or manager I managed to get them to say they will re-contact the finance company.

I tried to get to the bottom of it by calling the insurers, polite and helpful but ultimately led more hot air and waiting until Monday, and the finance company Close Premium Finance, unable to get through after 3 calls of being on hold for 15-20 mins during a 0870 number.

It seems that we gave the notice of NOT to renew to Express in good time (and so this isn't a cancellation, just not renewed after the arranged year) and they seem to agree so I believe the company I should be starting to form a complaint letter against is the finance company. But I know I can be blinkered when I am angry and would very much like any information or input that can be provided.

Many, Many thanks for reading all that and getting this far.

Quentin

Use the dd guarantee

The parents should contact the bank and tell them the payments were wrongly taken.

The money will be refunded straightaway and the Bank will deal with the finance company

magpiecottage

It is not entirely clear what you are saying here.

However, I think you are saying that your parents used to use Express Bike Insurance from Bikesure but decided not to renew and told them.

They seem to have failed to tell Close Brothers Premium Finance to stop debiting for the premium.

That means your parents have a complaint against both Close Brothers and Bikesure.

I suggest complaining to both. Bikesure must deal with it in accordance with the DISP rules of the Financial Conduct Autthority because of the Financial Services and Markets Act 2000. Close Brothers must do the same because of the Consumer Credit Act 2006.

This also means that if they do not get a satisfactory response, either (or both) can be taken to the Financial Ombudsman Service provided this is done within six months of the date of the final response of the firm concerned.

However, they are entitled to eight weeks to respond to it before the Ombudsman becomes involved.

Osito43

@Quentin

Thanks I had completely overlooked the DD guarantee and asked my parents to go to the bank Monday.


@magpiecottage

I am not sure where Bikesure entered the equation. I don't remember seeing the name on any of the paperwork. A cursory look at the Express website doesn't show any ties, am I missing something?

Express Bike Insurance have told my parents several times over the phone that they have told Close Brothers and that they (Express) will deal with it. They have not put anything to that effect in writing, only verbally.

They are currently waiting for Close Brothers to respond to an email from Express, expected on Monday according to Express.

I will hold my breath before drafting letters, on the off chance something may come to light Monday, but is there anything you would recommend I write, as in key words that they will take notice of, or is writing the letter only really useful as being the first step of complaining to the onbudsman?


Thanks for the replies.

sithemadmonkey

Quentin wrote: »

Use the dd guarantee

The parents should contact the bank and tell them the payments were wrongly taken.

The money will be refunded straightaway and the Bank will deal with the finance company

This is the quickest and best way to get the money back, but OP (or his/her parents) still need to go down the complaint route in order to get this debt written off and CARS off their backs.

Inform CARS that the debt is in dispute, and they should hold off chasing for a certain amount of time.

magpiecottage

Osito43 wrote: »

@magpiecottage

I am not sure where Bikesure entered the equation. I don't remember seeing the name on any of the paperwork. A cursory look at the Express website doesn't show any ties, am I missing something?

Sorry - got my wires crossed.

Express Bike Insurance have told my parents several times over the phone that they have told Close Brothers and that they (Express) will deal with it. They have not put anything to that effect in writing, only verbally.

They are currently waiting for Close Brothers to respond to an email from Express, expected on Monday according to Express.

That really is not good enough

I will hold my breath before drafting letters, on the off chance something may come to light Monday, but is there anything you would recommend I write, as in key words that they will take notice of, or is writing the letter only really useful as being the first step of complaining to the onbudsman?

Email for complaints to Express is [EMAIL="nicola.mccabe@kfis.co.uk"]nicola.mccabe@kfis.co.uk[/EMAIL]

This is the address for complaints quoted on the Financial Services register (it really does exist, it is run by the Financial Conduct Authority).

However, assuming you actually told Express on Friday, they have until the end of the next working day, i.e. today, to resolve the matter to your parents' satisfaction. If they can achieve that then it need not go into their complaint statistics that they have to submit.

A complaint to Close would be to [EMAIL="infopf@closebrothers.com"]infopf@closebrothers.com[/EMAIL]

That s probably not where they like to receive complaints but it will do.

It should be sent in your Dad's name, have a heading "Formal Complaint" and relate what you have said here - including hanging on the phone and the patronising attitude of the person on the other end (as well as setting debt collectors on to him for a debt that does not exist).

Remind them that dissatisfaction was expressed during the telephone call on (whatever date it was) and that the eight weeks to resolve it in accordance with the "DISP" rules of the Financial Conduct Authority began then.