As I took out my policy last year, I specifically told them NOT to auto renew after 12 months. 11 months later the renewal came and said it would auto renew, against my instructions. The premium had risen substantially and as it was double the cost of same cover available elsewhere I called them two weeks before renewal date and told them I had arranged cover elsewhere and NOT to renew. Two weeks later and my bank contact me to ask if I had authorised a payment that morning, which I hadn't and didn't recognise so they stopped it and cancelled my card. After a bit of Googling I found out it was Carole Nash who had attempted to withdraw £200 to, guess what, auto renew the policy I had said I didn't want. It seems that this happens a lot and I'm not quite sure but don't imagine it's even legal to store payment details never mind use them against someone's direct instructions not to. I called to complain and the fairly useless guy who took the call said he'd make a note of my complaint. I said that wasn't good enough as someone had made a note, twice, that I didn't want to auto renew and that had been ignored. I said I wanted to formally complain, and a week later someone from their complaints dept called me, apologised and quickly offered £50 " to resolve this complaint to,your total satisfaction " That sounded to me like they were worried about the consequences of taking money without authority and for storing payment details without my agreement. I took the £50 and will never use Carole Nash again. If you've ever been auto renewed against your wishes, formally complain!