Nowell & Richards - Stafford

11 ESM

Paid over 14k for a policy in February, I would estimate in total I have spent between 40k and 50k with this broker, happy to be given the exact figure, but I cancelled in July, the valuation of rebuild of my property was £1M over 2 builders including the builder who built it, we argued about the security and they even increased the policy by £1500 and demanded I pay, I said no and requested a refund. They offered me £3100 as a refund, I was furious, they then changed it to £4900, £1800 jump just like that! I said that’s not pro-rata, they told me to read the terms and conditions and they were keeping full commission. It was as blunt as that! I told them that was unacceptable, I have had emails ignored for weeks, calls not returned, as soon as you say you’re leaving they have no interest in serving me as a customer, you have to do all the chasing, it is shocking but you’re not making them money anymore so why would they serve you?

I recommended these people to friends and colleagues, I have of course the opposite opinion. Everything is good when you're paying them, but when you are leaving it's very different. When you do a get a reply it’s short and says read our terms and conditions, no service level at all. I gave them my bank details on the 23rd October, I chased twice for the payment to be told they will not pay me until their insurer pays them, that is not my problem, I paid Nowell & Richards in good faith, they should pay me back and it’s way short of what they owe. Today 14th November, I got told the same thing, they wouldn’t pay me back and that again they have changed the amount and now I will only be paid £3900 for a £14k policy took out for just 5 months. That’s 3 changes in the amount to be refunded and they will do anything they can to repay the minimum, they do not share their full calculations, this is clearly deliberate as they don't want the reveal commission, that means the refund they can show could be any amount, zero transparency. There are many brokers out there, don’t make the mistake with this one, I have reported them to the FCA, the insurance ombudsman, trading standards, everything is on email and is documented.

They should have just paid me what I was owed, not give me 3 different figures, not ignore me and then refuse to send any money at all. I would like the full amount repaid, I have no problem in people being paid commission either for a good job or for the time given, but their service levels deserve zero commission, the fact they are keeping 100% commission with some of the worst service I ever encountered is topped off by currently refusing to pay me anything at all, I don’t see how anyone would choose this broker.

Graham Archard

Really approachable people with good honest advice. If you want specialist car insurance you really need them - not the cheap roaming sites. I nearly fell foul to these. If you have a precious car go to N&R!

Andy Wilkinson

Nowell and Richards are simply superb. They helped me with car insurance, giving excellent advice, support and the most cost-effective and comprehensive package. The customer service is brilliant and highly personable keeping us informed at every possible stage. I can not rate them highly enough.

Phil Barker

Nowell & Richards is an established family run business with an excellent reputation for providing bespoke insurance solutions for High Net Worth clients and Sports professionals. They offer tailored insurance for Motor, Household, Sports and much more. Highly recommended.

Love Travelling

Thinking of using them? Read this before you make your choice!

At first they seem lovely people which is what attracted me to them. After a while with them I noticed the prices offered were way above what other agents offered me for the same product, this was on many policies. I questioned them a few times only to be palmed off and not received answers, There's nothing worse than being ignored, when you have concerns over price. I know all insurance go up each year I fully understand. However, they do not take your insurance to market as they should on renewal to offer alternative rates. They are happy to leave your existing policy renew and trap you in. Be very careful if you uses them. Ah, and by the way, watch out if you have a claim, they will be little help. The owner was without question a very difficult person, he does not seem to comprehend the difference between a question and being questioned! I asked him a few questions and he became very defensive over his little business.

What kind of business allows employees to leave feedback on Google, reviewing their own business? I can inform you these do! Thomas Readman who left a review here (read the review above) was employed at the builth Wells office which is now closed, the review is two years old, so this means at the time he was employed by Nowell's & Richards. This is unacceptable and misleading to people who read Google reviews and rely on that information to make an informed decision.

Best of luck!

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Jim Boddy

Have used these guys for as long as I can remember,always there to help,always a great service.
Have had the pleasure of dealing with Richard himself,found him and his staff to be great all round definitely five stars for these guys.

zoff hayward

I have all my insurance arranged through N & R, I could probably pay a little less but the service is excellent, the phone is answered by a real live human and if your broker isn’t available they will call you back as promised.

Chelsie Hassall

Fantastic service, always friendly and helpful advice. I’m a strong believer in you get what you pay for and I now have the peace of mind that I’m protected!