This has been one of the most unacceptable customer service experiences I have ever encountered with a regulated insurer.
I returned my vehicle to the finance company and immediately requested cancellation of my policy. It has now been four days, multiple emails, and repeated contact attempts — and I have received absolutely no response. Not even an acknowledgment.
There is no functional cancellation process, no accountability, and no visible customer support. A customer should not have to chase for days just to stop paying for a vehicle they no longer own.
As an FCA-regulated company, Marshmallow has an obligation to handle cancellations promptly and fairly. Ignoring formal cancellation requests while payments remain active is deeply concerning.
I am now escalating this matter formally and will not hesitate to refer it to the Financial Ombudsman Service if it is not resolved immediately.
This level of service is completely unacceptable.
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