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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 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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