I requested a quote for a new vehicle of which I was waiting on delivery. I advised the consultant that I will most probably take delivery after 2 days of our call, and he assured me no problem they will contact the dealer and only insure me once I have taken delivery. Furthermore they have agreed should I proceed taking cover with Virgin Money no admin fee will be charged. The following day I noticed a pro-rata payment was taken from my account and the admin fee. I did not even have the vehicle in my possession but I have been insured. I have lodged a complaint and after several calls and emails they advised me they investigating. I told them your calls are recorded and it's simple to refund me. They now requesting a full bank statement as proof that they have indeed deducted the money. I now have to pay for a statement to proof to them they have taken the money. This is rediculous, however to get my money I had to do it. But still the waiting continue. The ombudsman advised me that I must get a formal response from them before he will take on the matter. But getting a response is the challenge. They dont have a formal complaints resolution team at all - check the website and see.
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