I have been a Startrescue customer for about 9 years, increasing my cover from 1 to 3 cars during that time. When I have needed help you have never been less than efficient, helpful and prompt. But one thing sticks out in my mind which explains my loyalty to you. Some years ago my newly qualified son managed to drive his car over a ledge and into a stream! With the car nose-down it was undoubtedly driver error and I was quoted around £400 for a complicated process to sort it out, which I had no alternative but to accept. In the event the retrieval went extremely well and it was sorted in 10 minutes. Rather hopefully I contacted you in the vain hope that as it took far less time than anticipated you might review the bill! I was met with “leave it with us” and knew I had agreed to the cost and could be expected to pay it if you insisted. But imagine my absolute surprise when within hours you contacted me to say the bill would be halved. You didn’t need to do this but you did it. You took the trouble to speak with the garage, ensure a full report from the guys who attended was obtained , negotiated with the garage owner and contacted me back. I have to say I was gobsmacked with this level of customer service and have told my friends colleagues and acquaintances whenever the opportunity has arisen since, which I know has resulted in more business for you in several cases. This year the premium increased by (from memory) about 11% and I was on the verge of looking elsewhere but given all the above I decided to stick with you. Imagine my dismay when shortly after renewing online a message popped up to say that a Black Friday 15% discount could be obtained by inputting a code. This had not been available to me when I renewed via the customer lounge. So for 9 years loyalty you gave me 0%, 10%,and 10% discount on my 3 cars but were happy to give 15% to any Tom Dick and Harry who pressed a button!! Not only this, I have received no reply since raising the matter last night on my customer area. So, sorry about the rant but I am very disappointed. A sure-fire unquestionable 5 star rating is reduced to 3. It could be that I am no longer as valued a customer as in the early days. If there’s one thing that I can’t stand is being refused the decency of a reply. Regards Dave Robbins.