Mis-sold Insurance

[uocheguevara]

I am writing to formally escalate my complaint regarding the mis-selling and silent downgrading of my Full Cover Insurance (T4) policy.

From the start of my contract in 2023, I paid £13/month for Full Cover, as reflected in my contract summary and every monthly bill — including the most recent bill dated April 2025, just before my phone was stolen.

However, when I filed a claim with your insurance provider SquareTrade, I was informed that I had never been covered for theft or loss, and that I only had a “screen repair plan” — information SquareTrade claims was sent by Three.

This is deeply concerning. I have clear evidence that I was:

• Sold and billed for Full Cover Insurance (T4)

• Never informed of any change or downgrade

• Denied the very service I paid for, when I needed it most

This constitutes:

• A breach of contract

• Misrepresentation and mis-selling under the Consumer Rights Act 2015

• A likely FCA regulatory breach involving unfair treatment

I am requesting the following:

1. A full investigation into how and why my Full Cover policy was not correctly passed to SquareTrade

2. An immediate replacement device or equivalent compensation

3. A written explanation of who authorised this change and why I was not informed

[uocheguevara]

I am writing to formally escalate my complaint regarding the mis-selling and silent downgrading of my Full Cover Insurance (T4) policy.

From the start of my contract in 2023, I paid £13/month for Full Cover, as reflected in my contract summary and every monthly bill — including the most recent bill dated April 2025, just before my phone was stolen.

However, when I filed a claim with your insurance provider SquareTrade, I was informed that I had never been covered for theft or loss, and that I only had a “screen repair plan” — information SquareTrade claims was sent by Three.

This is deeply concerning. I have clear evidence that I was:

• Sold and billed for Full Cover Insurance (T4)

• Never informed of any change or downgrade

• Denied the very service I paid for, when I needed it most

This constitutes:

• A breach of contract

• Misrepresentation and mis-selling under the Consumer Rights Act 2015

• A likely FCA regulatory breach involving unfair treatment

I am requesting the following:

1. A full investigation into how and why my Full Cover policy was not correctly passed to SquareTrade

2. An immediate replacement device or equivalent compensation

3. A written explanation of who authorised this change and why I was not informed

[redclass27]

Just to echo what’s already been said — you won’t get any traction through this forum, but your post is detailed and well argued.

I’d suggest:

•Submitting this directly to Three’s executive complaints team

•Requesting a Subject Access Request (SAR) for all internal notes and data held about your insurance policy

•Keeping logs of all communication and rejections

If needed, the Financial Ombudsman Service is often very effective in situations like this.

[uocheguevara]

As per my reply to the other comment. I understand.

[Paddiewack]

All very laudable but this is a public discussion forum and NOT customer service!

[uocheguevara]

I understand that - but have you tried dealing with their customer service? I thought perhaps this might be a public way to shame them into some action.

[Paddiewack]

I get that! 👍

[PeteG]

Gosh, that's not great. I have no idea what could have caused that. It sounds like there might have been some mismatch in the information between what was on the Three account and what was on the Insurance team side. 

As Waterbottle mentioned, a complaint can't actually be raised here as this is a customer space. You can raise your complaint directly on the Complaints Page. Once you've logged your complaint, the team can look into the matter and try to get answers to your questions. 

Pete. 

[Waterbottle]

You know this isn't the place for this right?