SOLD A PRODUCT THAT COULD NEVER DELIVER

i phoned in January to take out a service plan. The agent I spoke to asked me the mileage of the vehicle. At that stage I was unsure, and said I thought it was around 80 000kms, but I was not 100% sure and if I needed to provide this, he should tell to me, and he rep**** it was not necessary. I indicated my vehicle needs to go for the 90 000km service next. I was never told the importance of the mileage. I called yesterday to enquire how I go about sending my car in for a service after the next instalment is paid (25 April), as I received an sms saying “one more service and I can take my car in for a service”. She asked what my mileage is now and I responded 96000kms. I was then told by the agent that I would not be able to use the 90 000kms service and I would need to wait for the 105 000km service. I essentially lost one of the 3 services. She did confirm that the next service would definitely be authorised. My complaint is the following: • I never received my policy documentation until I complained yesterday. It was suddenly emailed to me this morning • I was never told about the importance of the mileage at the inception of the policy. The mileage in January was obviously not correct, it must have been much higher than 80 000kms. I only use the vehicle to go to and from work. I stay 19kms from work. There is no way I have done 16000kms since January. I was sold a product that would never have benefited me as I was close to the next service and I would never have been able to send it for the 90 000kms service as I had a 4 month waiting period. So because I went over the grace period of 1500kms, I have now lost a service. • I am being told to wait for 105 000kms now putting the vehicle at risk of damage by delaying a service.

In terms of the Treating Customers Fairly, the Financial Conduct Authority requires you to :

• Outcome 3 - Consumers are provided with clear information and kept appropriately informed before, during and after the point of sale • Outcome 4 - Where consumers receive advice, the advice is suitable and takes account of their circumstances • Outcome 5 - Consumers are provided with products that perform as firms have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect • Outcome 6 - Consumers do not face unreasonable post-sale barriers imposed by firms to change product, switch provider, submit a claim or make a complaint I did not receive the policy documents. I was not given the proper advice when the product was sold. I want my instalments back