Here goes... The Co-op cancelled our car insurance at midnight on 24.05.17 for failure to send evidence of NCD, but in a letter dated March 2017 told us that our NCD was protected and we didn't need to do anything else. Husband was driving the car and was stopped by the police as the insurance had been cancelled, but we had not been notified of this decision, car was impounded for 6 days and he was told he will be given £200 fine and six points. Called the Co-op and they faffed on about us not making a payment, which we had no idea about and they wouldn't tell us about and refused to reinstate the insurance as it needed to be investigated. We sent in proof of NCD but they provided us with two incorrect email addresses. They failed to call us back when they said they would, and when we called to see if they had received our proof of NCD they said no, because again it was an incorrect email address they gave to us. Email was finally sent and after a very long chat with a lovely lady called Phoebe it transpired that there was a letter on their system requesting proof of NCD or a payment of £395.23 which was never sent out to us! They cancelled our policy over something they had never informed us over so we were unable to act on it and rectify any errors on our part. Cut a long story short, insurance was reinstated and they admitted it was an error on their part, dealt with by a lovely chap called Mr John Mercer and then it went to their customer relations department. Today we recieved a call from a rather snotty chap by the name of Andy, who implied that all of this was our fault, and it ended with me asking for his full name and job title and telling him I am going to the financial ombudsman over the matter. I will also be making a complaint about his attitude. They claimed to have records of certain letters in our file on their system that we have never received and we have letters from them that they do not have on their records! Classic case of the right hand not knowing what the left hand is doing, and trying to cover their own mistakes by blaming the customer when we had been told that everything was fine and we didn't need to do anything. Customer relations department need to work on training their staff to work WITH the customer to find an agreeable solution, not blame them for what has been proven to be a ridiculously huge error on the Co-op's part. Other departments need to work out how to put records of ALL correspondence with customers in one place, and make sure it actually gets sent out to them! Rant over...(and we have our car back after two trips to the impound as the insurance certificate we were issued with was for 14days only but governemt website says it must be a minimum of 30 days- would have thought a car insurance company would have known this!)