One Sure + Cobra Debt Recovery Service?

[gloomygoblin]

Had the misfortune to deal with One Sure in November last year,

taking out a motor insurance policy, which I had to cancel after less than a month, due to an unforeseen change of personal circumstances.

 

I contacted One Sure when I realised I had to cancel, and they advised I would have to confirm in writing and send the policy documents back.

This was done the next day, as well as cancelling the direct debit arrangement related to the policy.

 

I did expect to pay some sort of additional fee for cancelling early,

but was surprised that it took threats of legal action before One Sure ceased to take direct debit payments from my account,

some 2 months after I had cancelled.

 

As of today One Sure are threatening court action in regard to a sum of £600, even though I was insured for less than a month, and the cost of a years insurance was only £624!

 

Interestingly enough One Sure is employing the services of "Cobra Debt Recovery" in relation to this matter,

who according to the OFT are not licensed to carry out this type of work.

 

Cobra appear to be based in the same offices as One Sure,

but do not appear on the OFT database as a trading style of One Sure,

so are not covered by the One Sure OFT license.

This has been passed to Staffordshire TTS for a possible investigation into illegal trading.

 

A member of staff at One Sure suggested something that seemed likely to be untrue

in relation to the business practices of the underwriter providing the cover in this case

(that they required neither proof of NCB or photo copy of driving licence),

and astonishingly when I phoned the underwriter to confirm the fact I had been lied to,

the lady there told me they got numerous complaints about One Sure

and advised me to make a formal complaint using the Financial Ombudsman Service,

which I did.

 

I wonder has anyone else using this forum also experienced problems with One Sure?

 

This has been a bit of a nightmare,

not least as its almost impossible to get through to One Sure on the phone,

and they ignore letters and email communications.

[dx100uk]

TBH i think they are just trying to fleece you.

 

as long as your CRA file is clear pers i'd just ignore the threat-o-grams.

 

dx

[MARTIN3030]

Have you had any letters from Cobra ?

I seem to remember that these collect for other Insurance companies.

[gloomygoblin]

The worrying thing here is that direct debits continued even though the policy had been formally cancelled, and I had cancelled direct debit personally by visiting my bank.

 

In reality the only way to be 100% sure your account cant be accessed, is to close it and open another with different details............and I am not sure thats something that is generally known?

 

There is also the fact that the cover provided by One Sure in the event of an accident was not likely to be valid in any case, as the underwriters had not been provided with the required documentation.

 

Yes I do have a letter from Cobra, it only has a Staffs PO box No, but the phone hold message is exactly the same as One Sure, so I would guess they are based in the same offices?

 

Does anyone have an idea of whether or not a debt collector trading without a license is regarded as serious, or is it something they will find it easy to wriggle out of, if this is indeed the case?

[unclebulgaria67]

Cobra will just be the in-house debt/accounts team at the Insurers. One Sure are probably a company that operates a number of different branded Insurances. Their licence will be in the name of the parent company.

 

What you need to do is enter into a written complaint with One Sure and send a copy to Cobra. Once your written complaint is received, they should put collection on hold. If you cancelled the policy directly with One Sure and returned the documents, they should only have charged you a time on risk, plus a cancellation admin fee of up to £50. This applies to personal Insurance only. If the cancellation relates to a business type policy e.g Motor Trade or Van Insurance, different cancellation terms apply (read the policy)

[MARTIN3030]

Yes it is very serious indeed in fact its a criminal offence.

If you had given your bank an instruction to cancel the direct debit and they failed to act,then you should make a formal complaint.

You are correct to say that the policy did not even offer cover,so in effect was useless.

The OFT are currently mid way through an investigation into Motor Insurance,and although its main focus is on the repairs side and third parties,I seem to recal reading that they will also be addressing these cancellation charges,and penalties which they demand when they have seemingly pre empted things themselves.There is no shortage of complaints about this on here.

 

There are a couple of options open to you,you could counterclaim against them if they do issue a claim,if the case is strong enough then you could file against them for breach of contract.

 

The debt collection side needs some further investigation.

It may be that they are trading under another name.It is a requirement for legal documents to have their registered office address visible on communications,that is under the companies act.

 

Can you give the exact title as appears on the letter with the full address ?

[gloomygoblin]

Cobra according to the OFT doesnt have a licence, and is not registered as a "trading style" related to One Sure, so would appear to be operating illegally. This issue is currently being investigated by Staffordshire TSS, who I would imagine may well have received other complaints about the One Sure/Cobra operation?

 

It seems to be largely unknown that even though a bank can cancel a direct debit mandate, that there is nothing to stop the arrangement being reactivated by the payee if they so wish. I was told that this was the case by someone at my bank, and must say I found it surprising! Seems to be the case though as 2x payments were taken after I had cancelled the DD.

Edited June 26, 2012 by gloomygoblin

[gloomygoblin]

Cobra will just be the in-house debt/accounts team at the Insurers. One Sure are probably a company that operates a number of different branded Insurances. Their licence will be in the name of the parent company.

 

What you need to do is enter into a written complaint with One Sure and send a copy to Cobra. Once your written complaint is received, they should put collection on hold. If you cancelled the policy directly with One Sure and returned the documents, they should only have charged you a time on risk, plus a cancellation admin fee of up to £50. This applies to personal Insurance only. If the cancellation relates to a business type policy e.g Motor Trade or Van Insurance, different cancellation terms apply (read the policy)

 

 

Interesting point of view! Do you perhaps ascribe to the idea that its a good plan for people like the police to investigate themselves?

[unclebulgaria67]

Interesting point of view! Do you perhaps ascribe to the idea that its a good plan for people like the police to investigate themselves?

 

Silly comment. Has the sun got to your head ! As such , I will not be answering any of your posts in the future.

[MARTIN3030]

It is pointless making any allegations without evidence.

Unclebulgaria gave good advice and a starting point to begin dealing constructively and put you back in the driving seat.

Dismissing that advice before following it up is of course up to you.

[gloomygoblin]

Sorry I thought the OFT advising that a dodgy debt collection agency was trading without a licence, and then referring the matter to Staffordshire TSS, kind of suggests it would be a bit of a waste of time my complaining to either the DCA or the insurance company? (both of whom suggest the OFT are wrong about the licence!).

 

My point here was that if One-Sure/Cobra are involved with anything illegal, then they are unlikely to admit it, and any "investigation" into complaints about such practices, would be dealt with in a manner similar to that employed by the police in quickly dismissing complaints about their conduct.

 

DCA's have no power in law whatever, and rely mainly on threats and intimidation to obtain payment, and it seems strange that members of a consumer forum, should spring to the defence of a DCA which according to the OFT is trading illegally?

 

Maybe it would be a better idea to await the findings of the TSS on this matter, and if it is confirmed that crimes have been committed than place details of all those involved on the CAG database, which may help others avoid dealing with One Sure in future?

[unclebulgaria67]

Just for information. One Sure Insurance per their FSA registration, cannot hold client money. They are Insurance brokers. So they will provide quotes, arrange cover etc but when it comes to the accounts side, they don't do this. If you had done your research before making lots of noise, you may have saved yourself some time, which could have been used to make your complaint more effective. I have no association with this company and probably would not use them ( I research companies, before thinking about using them).

 

http://www.ccrmagazine.com/index.php?option=com_content&task=view&id=2909

 

So it seems that an outsourced company will hold the appropriate registration with the OFT. Cobra appear to be related to this outsourced company, with post related to debt collection, sent via the One Sure address.

 

Just make the complaint as previously advised. Chris Lear is registered as their Managing Director. Send a letter to him by recorded delivery, saying that you have not been dealt with properly, even though you have made a complaint to the FOS. ( In one of your posts you mention complaining to the FOS, so should not be receiving any debt collection letters)

[Old Cogger]

It is pointless making any allegations without evidence.

Unclebulgaria gave good advice and a starting point to begin dealing constructively and put you back in the driving seat.

Dismissing that advice before following it up is of course up to you.

 

This was good advice, stop trying to be a smarty, it will get you no-where,. The people are on here to help where they can so just listen and then follow the advice if you agree with them. If you do not, it is up to you.

Edited June 29, 2012 by Old Cogger

[gloomygoblin]

Just for information. One Sure Insurance per their FSA registration, cannot hold client money. They are Insurance brokers. So they will provide quotes, arrange cover etc but when it comes to the accounts side, they don't do this. If you had done your research before making lots of noise, you may have saved yourself some time, which could have been used to make your complaint more effective. I have no association with this company and probably would not use them ( I research companies, before thinking about using them).

 

 

 

So it seems that an outsourced company will hold the appropriate registration with the OFT. Cobra appear to be related to this outsourced company, with post related to debt collection, sent via the One Sure address.

 

Just make the complaint as previously advised. Chris Lear is registered as their Managing Director. Send a letter to him by recorded delivery, saying that you have not been dealt with properly, even though you have made a complaint to the FOS. ( In one of your posts you mention complaining to the FOS, so should not be receiving any debt collection letters)

 

I have written to Lear about 4 times now, as well as sending him emails. No response from him at at all, so I contacted the OFT who advised that Cobra, which appears to be linked directly to Lear's insurance business, is seemingly trading without a license (which supposedly is illegal!).

 

One Sure do have an OFT license, but should the TSS investigation into Cobra suggest illegal trading, then I would imagine this is something that would be taken into account when that license is due for renewal?

 

Not sure whether its generally known or not, but any company which is the subject of a complaint to the FOS, has to pay a fee if they choose to deny what has been suggested, so in this case it seems strange that Lear is unable to respond..........

[gloomygoblin]

This was good advice, stop trying to be a smarty, it will get you no-where,. The people are on here to help where they can so just listen and then follow the advice if you gree with them. If you do not, it is up to you.

 

The "evidence" here is that my bank advise 2 direct debit payments were taken from my account in regard to insurance cover, which was cancelled some 2 months previously, at the same time the direct debit arrangement was also cancelled by me. I have also been contacted by a DCA who the OFT advise is unlicensed, and is trading illegally.

 

It seems to me that those involved with One Sure certainly appear to be less than honest, and cannot see any point whatever in adding to the numerous amount of letters I have sent them, as these are either ignored entirely, or elicit responses which support the notion that One Sure are less than honest.

[Old Cogger]

Complaint to regulators incl Trading standards is another way.

[MARTIN3030]

Not sure whether its generally known or not, but any company which is the subject of a complaint to the FOS, has to pay a fee if they choose to deny what has been suggested

 

Fees are payable when a complaint is raised against a company regulated by the OFT but this is not applied in all cases,a firm may be required to pay a proportion,all,or in some cases no fee at all since the first 3 are free.

 

http://www.financial-ombudsman.org.uk/publications/technical_notes/QG1.pdf

[gloomygoblin]

Complaint to regulators incl Trading standards is another way.

 

 

Already done..............hopefully will be rather more effective than continuing to waste time writing letters to Lear which are all ignored.

[gloomygoblin]

Not sure whether its generally known or not, but any company which is the subject of a complaint to the FOS, has to pay a fee if they choose to deny what has been suggested

 

Fees are payable when a complaint is raised against a company regulated by the OFT but this is not applied in all cases,a firm may be required to pay a proportion,all,or in some cases no fee at all since the first 3 are free.

 

 

 

The fact that numerous complaints have been received in the past concerning One Sure, seems to suggest they are very likely going to need to pay the full fee!

[unclebulgaria67]

If you have made a complaint to the FOS and they are dealing with it, then chase up the FOS, if they have not responded.

 

It may be the case that your letters to the MD of One Sure have contained certain allegations and they don't feel a response it warranted, if the FOS are already involved.

[gloomygoblin]

I wonder why exactly I should want to waste my time writing the the MD of an insurance company, if the FOS were already involved?

 

The issues here initially related only to concerns I have with the way One Sure continued to remove money from my account after insurance cover with them had been cancelled (as had the direct debit arrangement).

 

As One Sure felt it appropriate to ignore these concerns, and employ the services of an unlicensed DCA to intimidate me into paying more money I dont owe, formal complaints have now been made to the relevant bodies, and the DCA is being investigated by TSS.

[unclebulgaria67]

I wonder why exactly I should want to waste my time writing the the MD of an insurance company, if the FOS were already involved?

 

 

In your first post, you didn't mention about having written to the company 4 times without response and how long the FOS had been looking at your complaint.

 

Just let Trading Standards and the FOS deal with it. If your complaint is upheld in your favour, you may also wish to send the details to the FSA, so they can take into account, if they wish to investigate this company.

 

What type of Motor Insurance ? Private car Insurance or commercial vehicle ?

[gloomygoblin]

I have written to One Sure altogether 10 times, and recorded delivery letters to Lear personally 4 (all of which have been ignored by him!)

 

As well as letters I have spent altogether 57.5 minutes on the phone to them, and have recorded all the conversations (including members of staff misleading me!).

 

The FSA is being dissolved in the near future and it would seem in their closing months of operation, they are addressing complaints a little more seriously than in the past, so I shall be writing to them making a formal complaint about One Sure and its apparent links to what according to the OFT is an illegal DCA operation.

Edited June 30, 2012 by honeybee13
Removing contentious word.

[gloomygoblin]

This matter has now been resolved. Full refund of all the monies paid to One-Sure, with the addition of an extra £50 as a gesture of good will. The debt collection operation has now applied for a licence, and I doubt very much if they had been operating lawfully, that I would have got anything at all.