Cancelled auto-renewal but charged anyway

Ant_da_Giza

Hi,

I completed a web form on Direct Travel Insurance's website informing them of my policy number, my name and post code and informed them that I didn't want to auto-renew the travel insurance. I also ticked the box saying that I didn't want to auto-renew. I've got a copy of this as I was sent a copy of the web-form. The form was filled out on 4th August, the auto-renewal date was the 31st August.

They replied saying that they weren't able to refund the insurance premium by email and to give them a call (I didn't say I wanted a refund all I wrote on the form was "I wish to cancel my auto-renewal. regards")

I got my credit card statement and yep, they've taken off £58 off my CC account.

What is the best way to complain to them?

Quentin

Ant_da_Giza wrote: »

What is the best way to complain to them?

Formally in writing. Follow their complaints procedure which will be set out in the policy docs.


Keep a copy and get a certificate of posting from the post office.


Then if they don't respond to your liking you have a paper trail and can escalate to the FOS if you are unhappy with their reply

Ant_da_Giza

Policy docs mention an email address as well as tel. and postal address, so used the email (should be much quicker).

I've asked them to refund the monies and an administration charge as well. I'll update here by the 7th Nov!

Thanks,