Liberty NOT a preferred life cover provider

Judging by Liberty's the low rating I'm glad to realize that I'm not the only unhappy client. I took out a policy in 2012 and has diligently being paying my monthly premiums (including the annual increase) for the past 9 years. I took out the policy after my wife's death as I needed to make provision for my 2 children that were very young at the time. I enquired if the policy had a surrender (paid-up value) but was quite rudely informed that the policy would be cancelled and there would be no benefits if I stopped payment. As it didn't leave me much choice I requested that the premiums would not be increased in the anniversary month of November 2021. Here is the detail of the story timeline: 29 October 2021: I requested that the premium not be adjusted due to financial constraints. 2 November 2021: I received confirmation that the premium would not be adjusted. 26 November : Bank account was debited with the amount as stated 27 October 26 November: I requested explanation why the premium was not adjusted. 26 November 2021: Received automated email that my request was received and that Liberty would contact me soon. 30 November 2021: To date no response received from Liberty.

Can this be reported to the Ombudsman?