This has been one of the most unacceptable customer service experiences I have ever encountered with a regulated insurer. I returned my vehicle to the... This has been one of the most unacceptable customer service experiences I have ever encountered with a regulated insurer. I returned my vehicle to the finance company and immediately requested cancellation of my policy. It has now been four days, multiple emails, and repeated contact attempts — and I have received absolutely no response. Not even an acknowledgment. There is no functional cancellation process, no accountability, and no visible customer support. A customer should not have to chase for days just to stop paying for a vehicle they no longer own. As an FCA-regulated company, Marshmallow has an obligation to handle cancellations promptly and fairly. Ignoring formal cancellation requests while payments remain active is deeply concerning. I am now escalating this matter formally and will not hesitate to refer it to the Financial Ombudsman Service if it is not resolved immediately. This level of service is completely unacceptable. Read more Read less

There's no telephone call service, you can only find them on live chat which will be only 3 days wait of each of your message... There's no telephone call service, you can only find them on live chat which will be only 3 days wait of each of your message to them, and with the purpose of flopping you off. What you get would be less than minimal service. They ask for documents you're unlikely to have—like a contract or council tax bill—only after the 14-day 'free cancellation' period has passed. When you can't provide them, they cancel your policy and charge you £130 on top of what you already paid. It's a deliberate scam to trap you into buying coverage and then squeeze more money out of you. Avoid these scammers at all costs. Read more Read less

Was contacted (after ages) by a so called Senior complaints handler Jennifer. Useless!! I explained to her about my problem and I took the trouble... Was contacted (after ages) by a so called Senior complaints handler Jennifer. Useless!! I explained to her about my problem and I took the trouble because I thought okay someone in authority that will help, as she said to me anything I can help with pls let her know. So I did. And what does she bloody do ? Tell me that I should contact the relevant team such ‘slowly Andy’ in recoveries. That was the whole point. The recoveries were lacking behind with a response or an update but thinking she would rather follow it up for me given she is the so called SENIOR COMPLAINTS HANDLER. Just a title lol. Cant buy sense can u.. she replies saying to contact them. lol yeah sure. Like I am not waiting already. They are just waiting for me to pay the excess and then they will try to recover the costs. What’s the bloody point just do it before hand but nooo they won’t do it, as if I’m paying my premiums for nothing. lol scammers. Read more Read less

The worst instance ever.. 1 months of silence I had my van vandalised.. they took the van away from that they they give me courtesy... The worst instance ever.. 1 months of silence I had my van vandalised.. they took the van away from that they they give me courtesy car .. only 28 days tjis is the max of time by contract I can haven.. and they refuse to extend.. now us been past 1 month from the date of claim still no news what happened to my van .. I feel scummed.. Read more Read less

DO NOT GET CAR INSURANCE WITH MARSHMALLOW I have had the worst claims experience I have ever dealt with. I was involved in a non-fault... DO NOT GET CAR INSURANCE WITH MARSHMALLOW I have had the worst claims experience I have ever dealt with. I was involved in a non-fault accident in September 2025. The at-fault driver initially provided false details at the scene, so I had no choice but to claim through my own Marshmallow policy. My car was written off, and I paid my £1,000 excess when the claim was settled in November 2025. Shortly afterwards, I was able to obtain the correct insurance details for the at-fault driver and provided this to Marshmallow before my claim was even paid out. I was assured they would recover the costs and refund my excess. It has now been over 4 months since the accident and nearly 2 months since my claim was settled, and nothing has been recovered. Communication has been extremely poor. I only receive updates if I chase repeatedly via email or their app. It is very difficult to speak to an actual person, and most responses are vague or delayed. My case has been passed between multiple teams, with no clear ownership or progress. The recovery was eventually passed to their solicitors, who advised they would pursue the third party directly. However, after weeks of silence, I have now unexpectedly been told that my file is being closed, without any clear or valid explanation. This entire process has been stressful, frustrating, and unnecessarily prolonged. As a non-fault driver, I expected Marshmallow to handle recovery professionally and efficiently, but this has not been the case. If you ever need to make a claim, be prepared for delays, poor communication, and a lack of clarity. Read more Read less

More to follow.. all said and done this company will only eat you alive. The online service they offer is horrendous. No care at all.... More to follow.. all said and done this company will only eat you alive. The online service they offer is horrendous. No care at all. Their recoveries team says they will reply in 5 working days but nothing I had to remind the idiot that it is the 6th day then the reply comes in. Miles has emailed saying apologies and how can I help?? Replied to that guy but no response almost a week now. Most horrible horrible horrible experience. Never use them Read more Read less

They toss you around from one team to another with no updates. No courtesy to contact you about an update. Listen just AVOID AVOID AVOID! SAVE YOURSELF!

WARNING: Avoid this insurance company at all costs! This company is an absolute nightmare. My policy was supposed to start in November 2025, but they... WARNING: Avoid this insurance company at all costs! This company is an absolute nightmare. My policy was supposed to start in November 2025, but they somehow “decided” it should start in December. When I complained, they blamed me, slapped a cancellation fee on me, and promised a refund… that never came. A MONTH went by with nothing. When I followed up, they claimed the money had been sent. Spoiler: it hadn’t. I had to file a formal complaint, which took another month to get a “final response” – and it was a complete joke. They refused to remove the cancellation fee and still blamed ME. Now it’s February. I emailed AGAIN demanding my refund immediately, and… silence. I tried their live chat – FIVE DAYS in the queue and still no human. FIVE DAYS. Between endless emails and waiting endlessly in their useless app, I’ve wasted hours of my life. This company doesn’t want to help – it feels more like a scam designed to take your money, not provide insurance. They are unprofessional, incompetent, and impossible to deal with. If you value your time, sanity, or money, stay FAR away. Seriously, do yourself a favor and never touch them. Read more Read less

Bunch of bullies avoid avoid avoid