My son was paid out after an accident. He had £370.66 balance of payment to pay which was expected...They actually took it twice and we are struggling to get it back. They dont reply to letters and its difficult to get them on the phone. I looked on their facebook page and was disgusted to see they were making rude comments on customer comments, even making fun of the customers spelling. I asked about their complaints procedure and they sent me a picture of a laughing face...This is totally unacceptable and i have never seen anything like it. I am making a complaint about this.