Dial Direct - AVOID!

Russellja1972

I used moneysupermarket.com to buy car insurance from Dial Direct. After taking out the policy I rec'd a letter asking me to confirm my ncd. This was perplexing as I dont have any ncd and nor did i state on my application. I then rec'd a 2nd letter doubling my premium as id failed to provide proof of ncd.

To cut a really long story short Dial Direct said that i was claiming 25 years ncd as a named driver on another car. There is no field on the moneysupermarket application to populate such a number. It seems the 'number of years held license' field on moneysupermarket is populating the 'ncd on other vehicles' field on the dial direct application (which I can evidence). They then charged my a £75 cancellation fee which I have since been disputing.

After various back and forth (and me proving the error on THEIR system) they eventually agreed to refund me the cancellation fee. 4 weeks later, still no refund. I wrote to their MD Mr Townsend on the 28th October - as yet I've not even rec'd an acknowledgement.

I suspect that there are several others falling foul of the same issue and their reluctance to resolve this issue is effectively fraud.

I will not be letting this go. Please take care if you choose to insure with Dial Direct - particularly via moneysupermarket.

Russell.

kingstreet

This is a sale of a regulated product.

Make a formal written complaint to the firm. Explain your issue and what you want them to do to put it right.

Send it recorded delivery, or at least obtain proof of postage - free from post office.

They have eight weeks in which to investigate your complaint and provide a suggested outcome. If this matches your request, you accept.

If it doesn't once a final outcome has been offered, you can escalate the matter to FOS, the Financial Ombudsman Service for resolution.

noranbo

They are rotten to the core.
I purchased the home insurance and paid extra for my two laptops to be fully insured about 8 months ago... I decided to take a look at my account online and found that they did not include my laptops in their insurance... even though I paid for the extra service.
So I gave them a call to be told I should have read their terms and conditions more thoroughly and that I would have to pay for what I had already paid for!
They then placed the blame on money supermarket, stating that they did not provide them with the correct details. They are money grabbing scammers and I would not recommend them to my worst enemy. They then proceeded to call me a liar and told me I would not be entitled to a refund.
I am writing this on behalf of my disabled family member.
Steer clear at all costs. I will be taking action further as I have evidence.

Russellja1972

Thanks both.

I've written a formal complaint to dial direct so will see what happens!

roonaldo

Russellja1972 wrote: »

Thanks both.

I've written a formal complaint to dial direct so will see what happens!

But this is moneysupermarket.com's fault. They provided the details in the application passed through to Dial Direct, so if they auto populated the insurers box with 25 years how on earth can it be Dial Direct's fault????

From Dial Direct's point of view your insurance application states you had 25 years so they are correct in asking for proof. However it is poor you havent had a refund yet and have every right to complain about this, but that isnt fraud.

Russellja1972

Well, these are just integrations between 2 systems. Dial Direct should ensure that the right information is gathered from moneysupermarket as the host site. Simple API.

Dial direct have responded not upholding my complaint and trying to fob me off with a £15 goodwill payment. Their response is so poor i'm minded to post a copy here! I'm not sure they've bothered to investigate anything.

Anyway my next approach will be to make a subject access request under data protection. I will be requesting transcripts and call recordings included the one where they've admitted to the mistake and offered me a full refund. Will see what happens next!

roonaldo

Russellja1972 wrote: »

Well, these are just integrations between 2 systems. Dial Direct should ensure that the right information is gathered from moneysupermarket as the host site. Simple API.

No wrong way round, Moneysupermarket should ensure they give Dial Direct the correct info.

Dial direct have responded not upholding my complaint and trying to fob me off with a £15 goodwill payment. Their response is so poor i'm minded to post a copy here! I'm not sure they've bothered to investigate anything.

Dial Direct havent done anything wrong apart from poor service.

Your issue is initially Moneysupermarket's fault, then your fault for not checking the information on the Dial Direct website.

magpiecottage

If you are not satisfied with Dial Direct's response you need to take it to FOS within six months of the date of the letter.

Details of where to send a complaint against Moneysupermarket are here.

Russellja1972

Thanks all for your help. Dial Direct have refunded me the full £75 cancellation fee plus £15 to cover cost of my phone calls. Although it took some perseverance to sort out, fair play to them to getting it resolved.

yorkshiref

Avoid using Dial Direct / Budget at all costs

Trotboy

DO NOT use this Company, they've just tried to charge me a £75 cancellation fee!! I've told them they can whistle for it and cancelled all further Direct Debits. Truly awful company, tried to charge a similar amount to switch to new vehicle and a ridiculously high quote as well. Useless.