CPP dispute - next step?

gle83

Hi,

I'm in a dispute with CPP over a renewal fee, which I'm looking to you for what the next step should be.

I received notification that my renewal would be £45 to be taken in August 2007, this letter was dated November 2005 and this was the ONLY communication I received from them. During August, £70 was taken from my bank account via Direct Debit, I did not notice this until I received my bank statement as I had been on holiday.

I did think my bank account was lower than I thought but I had put this down to overspending on holiday!

Initially I called them and asked for a refund, they said no. I had to send a copy of the letter from them stating it would be £45. I did this, and I recieved a reply 43 days later saying no, as I had not called them within 14 days which is the cooling off period.

The reply letter is blatantly a standard response and makes no reference to the fact I had not received any communication since 2005 or the difference between the renewal fees. Not even a whiff of an apology. It seems like I was being told to "go forth and reproduce"!

To be totally honest, I don't require the policy, but I forgot that it was up for renewal before it was too late. My questions are:

1) Is it reasonable to send a renewal letter 18 months before the renewal is due?

2) Is it acceptable to take a higher amount than that noted on the renewal letter?

3) Given the apparant error, am I entitled to a full refund as per the direct debit guarantee?

As I said, I don't really want the policy anymore, and would never have renewed had I known it would be £70, but it's perhaps it's my fault for forgetting I had the policy - surely the minimum I'm entitled to is the £25 difference?

What should I do next? Should a stamp my feet and write back to them, or should I go directly to The Finincial Ombudsman? The bottom line is that I was NOT told that it was going to be £70.

Any advice is much appreciated.

Tom.

jonesMUFCforever

You have to go through the company's complaints procedure before involving the ombudsman.

stars_bright

I would ask your bank whether it is covered under the direct debit garantee, if it is they will vredit you immediatley and fight your case for you to get the refund

Biggles

It seems rather unlikely that they would send you a renewal letter for a three-yearly policy nearly two years before the renewal date. Was the letter sent for some other reason?

It was also pretty unlikely that they would know the renewal fee nearly two years hence, firms don't price that far ahead. In fact, my renewal was in Jun 06 and it was only £44.

No answers there, really, just more questions ;-)