Consumer Rights Act re cancellation of distance sold car breakdown policy

[SassyGal60]

Briefly...Today I purchased online a car breakdown policy, then discovered that my current provider is offering a ridiculously large discount to keep me with them, so I opted to remain. I contacted the new provider via email and said that I wanted to cancel the policy (which does not become active until 1 March 2025) as is my right under the 14 day cooling off period. They are playing up and saying they will deduct a £15 cancellation fee, even though their own paperwork states that full refund wil be made so long as the customer has not made use of the service. Quite clearly, I haven't made use of a service that does not start until 1 March 2025. How do I get them to refund me in full as per the Consumer Credit Act? Any advice gratefully rceived. And yes, I will be more wary of 'cheap as chips' insurers next time.

[Pezza54]

Under the Consumer Contracts Regulations 2013 a consumer has a 14 day "cooling off period" to reject goods or services bought oner the phone or internet, provided the consumer hasn't used the goods or service. The consumer can cancel the contract within this period and receive a full refund
Refer the company to the regulations and your legal rights and threaten to report them to Trading Standards if they still refuse to refund you in full

[echat11]

How did you pay for it?

Amend / email the following letter.

https://www.citizensadvice.org.uk/co...by-mail-order/

Once you've done that, if you've paid by debit card, ask your card provider to do a chargeback.

[SassyGal60]

Thanks so much echat11 and Pezzat54 for your very helpful responses. I didn't want to get heavy with this company, but they are telling me that my 'interpretation' of the consumer credit act is wrong, which I know it isn't, and that's got my back up. I will copy and amend the letter from CAB, as suggested, will re-quote the relevant part of the Consumer Credit Act to them, and if that fails to get me the full repayment then I'll be following Pezza54's advice and will report the company to Trading Standards. I imagine they'll back down on hearing that one. I'll return here at some point soon to advise of the outcome.

[SassyGal60]

echat11, just checked my correspondence and I've already sent a very similar letter (as an email) to the one you suggest, which I too obtained from Citizens Advice website this morning, only I used the one for distance selling as I purchased online. The company is arguing with this! So I think I will simply reiterate the case as per my previous email, and insist on full reimbursement or a complaint to Trading Standards will follow .

[Pezza54]

Sorry but CCR 2013 is not part of CCA 1974

[echat11]

echat11, just checked my correspondence and I've already sent a very similar letter (as an email) to the one you suggest, which I too obtained from Citizens Advice website this morning, only I used the one for distance selling as I purchased online. The company is arguing with this! So I think I will simply reiterate the case as per my previous email, and insist on full reimbursement or a complaint to Trading Standards will follow .

What you could do, is contact CAB / Trading Standards, give them the details, they give you a Ref number XXXXXX.

On the follow up letter, write CAB / Trading Standards Ref: XXXXXXXX.

They should see sense.

I've updated the link.

[des8]

Do a chargeback ... quicker & easier than faffing around with trading standards etc