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Craig B

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Review of the Marshmallow, Car insurance:

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Nothing more than money grabbing

Absolute shocking company This company is a joke who are not interested in treating customers fairly. I recently took a policy with Marshmallow after moving into a family members home. Marshmallow were happy to take my money and start the policy with no issues. A few days later they requested address verification but I advised I wasn't the main bill payer so had nothing as yet in my name. They asked for a confirmation letter/id from the bill payer and a document from their verification list in the bill payers name. I provided the letter/id and a council tax bill/DWP letter as requested but this wasn't acceptable as the documents were not dated in the last 3 months, However these docs only get issued once a year so seems pointless it being on their list!! After the 14 day cooling off period had passed marshmallow emailed me to say my policy would be cancelled within a week due to the lack of address verification and that an agent would be in "touch" to discuss. This agent contact never happened and I wasn't advised that I could go ahead and cancel the policy myself for a £75 fee!! On the cancellation day Marshmallow took their full cancellation fee of £130 without my authorisation. They also have now added a cancellation flag against my name with Motor Information Bureau which is causing my new quotes to increase by over £200 and will be on record for 5 years I feel this is an incredibly unfair way to treat a customer just on the basis of an address verification issue, it's not like I was dishonest, committed fraud or raised a false claim!! I've raised these concerns with several of their agents who just keep quoting thier cancellation policy and are not willing to help. I logged an official complaint with them via email 5 days ago but so far no response This will be escalated to the FOS if necessary as at a minimum I want the cancellation flag removing. This company is a disgrace and I would leave no stars if possible. Please make sure you have everything in order before you start a policy or you will just get ripped off!! Nothing more than a legal scam!! Reviewed on: 23rd October 2026

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