Charged for Black Box after cancelled during cooling off period

LesleyBirch

I recently took out insurance cover for my 17-year old daughter.  The insurance company told me that she would receive a Black Box in the post, which should be fitted to the car ASAP.  I agreed, as this seemed reasonable.  When the box arrived, it was much larger than I imagined and also had to be plugged in to the cigarette lighter whilst the car was running, in order to charge it.  I didn't want something so conspicuous to be stuck to the windscreen, which could easily have fallen off whilst my daughter was driving - potentially causing an accident!  I decided to cancel the policy (well within the cooling-off period) and switch to an insurance company who fitted a black box out of sight. I had paid for the policy in full, and I have been told that I will be refunded, less an admin fee and £160 for the Black Box!  I told them that they are not allowed to charge me for the black box, as I cancelled the policy during the cooling-off period, however, they said they are allowed to charge, because it says so in their terms and conditions!  The Black Box was never activated, but, because I opened the package, I have to pay £160!  This seems wrong.  Can anyone advise whether I should pursue a refund?  Thanks.

molerat

Go through their formal complaints procedure.

SonOf

 I told them that they are not allowed to charge me for the black box, as I cancelled the policy during the cooling-off period
What makes you think that they cannot charge during the cancellation period?

 however, they said they are allowed to charge, because it says so in their terms and conditions!  
That is correct.

You can complain and use the FOS if necessary.   However, the cancellation rights period is not a "free" period.  They are allowed to charge an admin charge, cost of period on cover and ancillary costs where applicable.  Charging for a black box is common. Although I do not know if the level of charge has been tested at the FOS or not. I have seen figures of £80-£100 as commonplace.

Hasbeen

It would have probably easier and cheaper to pay local auto electrician to hardwire it in out of sight?

LesleyBirch

Thank you all for your comments.
SonOf - Sorry but what does SOF mean?!  In answer to your question, the reason I think I should be able to cancel without being charged is because purchasers have statutory rights as follows (copied from moneyadviceservice website): 

Your consumer rights within the first 14 days of buying online

'You have the right to cancel your purchase for a full refund from the moment you place an order, until 14 days after it was delivered'.

Why should the Black Box be exempt from this?!

LesleyBirch

Apologies SonOf, I meant FOS - and I now know it's the Financial Ombudsman Service!  Thanks.