Transcript to warn others ‘Have taken out new policy a few days ago, do you have 14 day cooling off period James At 1:00:57 PM Let me take a look at this for you James At 1:01:50 PM Can you confirm that the contact telephone no and email on file are still correct? R At 1:02:24 PM Yes Cover does not start until 1st march R At 1:03:12 PM Policy no. Xxxxxxxxx James At 1:04:08 PM Yes you do have a 14 day cooling off period but there would be a £49.99 set up fee if the policy was cancelled within this period which is in place to recover costs we lose as a broker. This was outlined pre purchase for you R At 1:09:36 PM I think I’d rather pay that than go with you James At 1:10:07 PM Im sorry to hear that. May i ask the reason as to why you feel that way? R At 1:11:40 PM if you charge £50 for a quote 20 days before it is needed it does give me much hope for your customer service moving forward James At 1:12:59 PM Im sorry you feel that way. The charge was outlined pre purchase and agreed to when you took the policy. We are totally transparent in all our charges. May I ask the reason you were looking to cancel the policy prior to knowing about the fee? R At 1:14:03 PM Word of month experience Not sure you can call it cancelling before cover starts James At 1:14:22 PM I see, we do have a lot of great reviews online on both trust pilot and on reviews.co.uk where customers have left feedback RAt 1:15:34 PM the way people are treated is paramount Please arrange my refund James At 1:15:54 PM I totally understand that why is why we strive to give the best service possible This is why we are so transparent with our fees R At 1:16:02 PM 50 for a few papers is extortion James At 1:16:06 PM Did you not read the terms of the policy before you accepted into the contract? R At 1:16:40 PM It doesn’t change my view, please don’t patronise me R At 1:17:25 PM Please arrange my refund James At 1:19:46 PM I am only trying to help im sorry you feel that way. I will just process this now for you R At 1:22:03 PM