Direct Line insurance responds well to customer complaint
Thursday, 28 May 2009 16:29

In response to a customer complaint asking for an administration charge to be refunded Direct Line Insurance responded in a reasonable time and explained exactly why they could no make a refund.


direct line response letter

Direct Line Insurance pic Direct Line House

3 Edridge Road

Croydon CR9 1AG

Telephone: 020 8686 3313 Facsimile 020 8681 0512

Tel: 0845 246 8460 Fax No: 0845 878 2822

Office Hours:Mon-Fri 8am-8pm

Saturday 9am-5pm

Dear [name removed]

Car Insurance Policy No: [number removed]

Thank you for your recent correspondence.

We are unable to refund the administration charge recently applied to the Change of Vehicle amendrnent on your above referenced motor policy. Theadministration charge is applied on both Internet and telephone amendments, as this fee is to pay for the changes in the documentation and not for the use of our representatives.

We trust this clarifies the matter.

Yours sincerely

[name removed]

Customer Service Representative

Direct Line Insurance plc


Comment: Clear, concise and to the point. The letter says exactly why the charge can not be refunded. Other companies and particularly our government could learn a lot from this response.



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