Failed to cancel my policy fully, left my direct debit running and caused credit score to drop. Have had to chase up multiple times for follow up and to make sure they cancelled the direct debit this time. They would rather have their customer service staff apologise profusely on their behalf than acknowledge any responsibility themselves, or alternatively try to pass the buck to the credit financers. Will not be taking out a new policy with them which is a shame. My last call was handled by Viola and so far has been the only positive interaction with the company.