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James Newton-Young

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Review of the Complete Cover Group, Insurance Broker:

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Worst customer service I have ever come across

Who this may concern. Ive been with you guys not even a month and I’ve received the worst customer service I’ve ever come across. I work in customer services/complains and as a professional this is not how you should treat people. I’m awaiting on documents for my current policy which I took out almost a month ago, I’ve tried to log in to my online portal but access to this was denied, I’ve also emailed several times to verify when I’ll receive these by post but no response. Today I spoke to Emma on your online chat and requested a call back at 16:30 today which she agreed to but never happened, at 17:01 I got through to someone called Richard who i was discussing changing my current policy to a different car I’ve recently purchased and he said he’d put me on hold as he needed to transfer me to someone who could give me a quote, I was on hold for 1 hour and 52 minutes and at that point I decided to cancel the call and didn’t receive a call back. I request a call back from a manager as I would like to discuss changing my current policy, if I’m unable to change it I will be requesting a full money back refund, as it states in your terms and condition online if you want to cancel your policy within 30 days you will get your full money back. I’ll be awaiting your urgent response, failure to get in contact with me tomorrow may result in me having to discuss the very poor service I’ve received online Reviewed on: 14th November 2017

Reply from Complete Cover Group Thank you for taking the time to leave your review. We are very sorry to hear you are unhappy with the level of service you have received. We have been unable to find your policy based on the limited information we have, and kindly ask should you wish to discuss this further to please contact us on 0800 440 2483. Kind regards, Complete Cover Group. Response date: 14th November 2017

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