Jason jeal

I appreciate that you are upset that we have not paid your claim, and that we have cancelled your plan and refunded the amount within the warranty terms (less the cancellation fee).

You purchased a plan and after only 19 days and 8 miles on cover, your car needed a full new engine at a cost of over £8000. The vehicle is valued at £3970 and the single repair limit is £2000. In all honesty, the warranty was never going to provide the £8000+ needed to repair your car (as quoted by Canterbury MOT Centre). We were in the process of assessing the repairs as normal, when it came to light that the car was an ex-lease vehicle which we specifically exclude.

As such, you were issued with the relevant refund applicable in this case, with a deduction of the cancellation fee.

We will be more than happy to discuss the matter with any legal representative you appoint. We have acted courteously and fairly at all times and within the scope of the warranty plan you purchased.

It is worth noting that you declared you have purchased the vehicle 'within the last month' when buying the warranty and as such, you may have recourse against whoever sold you the vehicle. The warranty does not affect your statutory rights and you may be better placed to seek advice and guidance from your local citizens advice bureau (CAB) or trading standards (TS). You are entitled to receive a vehicle in good working order for a reasonable period of time under standard UK Laws. We are happy to discuss any such matters with CAB or TS and please feel free to pass them my details if this would assist you.

We did make you a goodwill gesture as a discretionary offer, but you did not accept that offer. Any legal action will of course be defended but we hope that it won't come to that.

I'm sorry that the warranty could not provide the cover you anticipated or envisaged, however I do not feel that any warranty would cover these repairs as you seem to expect.

I'm not sure what more we can /could / should do in your case. I'm sorry that we can't do any more.

Apryl Keenan
Founding Partner, Director & Actuary

Hi Jason.

It's great to hear that you found us quick and easy to use. Thank you for leaving your review and I hope you have a great year with us.

~ Sophie