Van LineDirect Reviews

11,130  •  Great
TrustScore 4 out of 5

4.1

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Rated 1 out of 5 stars

I’m now having to write another…

I’m now having to write another negative review on this company ,they choose to ignore my phone calls put me on hold for hours on end with no explanation as why when I canceled my policy within 12 hours of taking it out they took £453.20p and have made no effort to pay this money back.. we have now been advised by citizens advise to consider a smalls claims court.

Date of experience: January 29, 2025

Reply from Van LineDirect

Dear Mr Shaw,

We are sorry for your experience. However, we have responded to your previous review asking for your information so we can investigate this issue and find a resolution for you, but have received no response. We are here to help, and eager to do so, but we cannot do so without your cooperation. Please see our previous review response here:

"Dear Mr Shaw,

We sincerely apologise for the experience you’ve had, and we understand how frustrating this situation must be. To help resolve your concerns, please send your details to 07796055523 so we can find your policy, thoroughly investigate the matter and work towards a resolution for you. Thank you for bringing this to our attention, and we appreciate your patience.

Kind regards,
Samuel White
VanLine Direct"

Rated 5 out of 5 stars

Great experience

Great experience ! DAVID what a guy i was looking for third party cover only david provided me fully comprehensive cover in price of third party.

Date of experience: January 27, 2025

Reply from Van LineDirect

Good afternoon,

Thank you for your fantastic feedback! We're so glad to hear that David was able to help you find the best coverage at an excellent price. We truly appreciate your kind words and are thrilled that you had a great experience. If you need anything else, don't hesitate to reach out!

Kind regards,
Samuel White
VanLine Direct

Rated 5 out of 5 stars

Samuel White saves the day

“Samuel White - Complaints Officer”

I have to say as somebody that is well
versed in high customer standard, this man has got it down to a T!! Your company should very much appreciate the workers you have such as Samuel. He is a credit to your team, articulate, personal, welcoming and clearly wants to do his job correctly, whilst also helping the customer within the boundaries he is given.

He went above and beyond to try and stop my complaint escalating further and it was a job well done. Even called me back after a call disconnected, and expressed some excellent communication skills.

As far as the company goes, not the best experience and not the worst. Just don’t cancel and you’ll save yourself a headache. The bitter taste I would have had has been stopped by one worker. Samuel.

Hold on tight to him.

Date of experience: January 21, 2025

Reply from Van LineDirect

Good Afternoon,

Thank you for taking the time to share such detailed feedback about your experience with Samuel. I’m thrilled to hear how positively he impacted your experience and that his professionalism, dedication, and excellent communication helped resolve your concerns.

Samuel truly is an asset to my team, and I’ll ensure your kind words are shared with him. It’s always wonderful to see our staff being recognised for their commitment to exceptional service.

I’m sorry to hear that your overall experience wasn’t as smooth as we would have liked. We genuinely value your feedback and will use it to continue improving our service.

Yours Sincerely,

Charlie Byrne
VanLine Direct

Rated 5 out of 5 stars

Best

Hi, i got insurance today and spoke with cameron , really helpful guy
Thanks so much and i would like to stay with that company

Date of experience: January 27, 2025

Reply from Van LineDirect

Dear Mr. Singh,

Thank you for your kind words and for taking the time to share your experience. We’re delighted to hear that Cameron was able to assist you so well. Providing helpful and friendly service is what we aim for, and it’s wonderful to know he made such a positive impression.

We’re thrilled to have you as a valued customer and look forward to supporting you throughout your time with us. If there’s anything else you need, please don’t hesitate to reach out.

Yours Sincerely,

Charlie Byrne
VanLine Direct

Rated 1 out of 5 stars

Price Not what it states at first

Searched through compare the market price around £800 then after they took deposit i had to ring them. Where they informed me it has risen to just short of £1100. Wasted a lot of time trying to get cancellation and refund. On several occasion the phone "cut off"
Got refund I the end. But never the lost time.

Date of experience: January 15, 2025

Reply from Van LineDirect

Dear Mr Jones,

We sincerely apologise for the experience you had and the frustration it caused. The increase in your policy price was due to the SP50 on your license, which insurers require to be declared until June 12, 2026, as motoring convictions must typically be declared for five years.

We have tried to contact you to discuss a resolution but couldn’t get through. Please return our call at your earliest convenience so we can assist further. Thank you for your patience.

Kind regards,
Samuel White
VanLine Direct

Rated 3 out of 5 stars

Had to cancel my policy as an existing…

Had to cancel my policy as an existing customer and then go back with you on a new policy as it was cheaper (£300) to do so. Why ?

Date of experience: January 27, 2025

Reply from Van LineDirect

Dear Mr. Randles,

Thank you for raising your concern regarding the difference in price between your renewal quote and your new policy.

It’s important to note that insurance premiums can fluctuate daily based on market conditions. Additionally, I can see that your new policy benefits from a significant online discount, as it was initially obtained through a third-party aggregator website. Some insurers also offer discounts specifically for new business, which can further reduce the cost.

I also noticed that your new policy reflects some updated details, including the location where your vehicle is kept overnight and a more accurate valuation of your vehicle. These adjustments will have contributed to the pricing difference as well.

I hope this explanation provides reassurance, but if you have any further questions or concerns, please don’t hesitate to contact us. Customer satisfaction is very important to us, and we’re here to assist you.

Yours Sincerely,

Charlie Byrne
VanLine Direct

Rated 5 out of 5 stars

Had a great call with Fabian

Had a great call with Fabian. Excellent advisor amongst your team. Polite and funny, we had a laugh but all tasks at hand were dealt with professionalism.Clear, concise instructions and plan to follow made the experience that much better. Will definately use again.

Date of experience: January 07, 2025

Reply from Van LineDirect

Dear Benjamin,

Thank you for your fantastic feedback! I’m so pleased to hear that Fabian provided such a positive experience. It’s great to know that his professionalism and friendly approach made everything clear and easy for you. I’ll be sure to share your appreciation with him.

Yours Sincerely,

Charlie Byrne
VanLine Direct

Rated 5 out of 5 stars

Your advisor on the phone

Your advisor on the phone. Yian. So patient, professional and helpful. If all call centre operatives were as good as him, pallets would be happier people!!

Date of experience: January 15, 2025

Reply from Van LineDirect

Dear Mr Poyntz-Wright,

Thank you for your kind words! We're so glad to hear that Yian was able to assist you in such a professional and helpful manner. We agree, he’s a great asset to our team! If you need any further assistance, don't hesitate to reach out. Thank you for choosing us!

Kind regards,
Samuel White
VanLine Direct

Rated 1 out of 5 stars

Very Dodgy company contact the FCA

There appears to be a significant number of issues associated with this company based on the reviews available online. It seems that they may be engaging in questionable practices, as evidenced by my observations. The process of purchasing insurance online, followed by the requirement to pay for the insurance setup via direct debit—while providing all personal information—raises concerns. Subsequently, they request that individuals download an application and obtain a quote, which raises further doubts about their business practices. This situation should prompt reporting to the Financial Ombudsman Service (FOS). Or (FCA)

Furthermore, after completing my account setup, I received a phone call within one minute. I did not answer, as the call occurred at 8 PM. Upon researching the phone number, I discovered that it is associated with Van Line Direct, which raises additional concerns about the legitimacy of their operations, especially given that someone would be in the office at such a late hour.

Additionally, they requested validation of my information by asking for my driving license details, which further adds to my apprehension regarding their practices. Overall, numerous indicators suggest a need for heightened scrutiny of this company's conduct.

Date of experience: January 28, 2025

Rated 1 out of 5 stars

I cancelled the policy within 2 days of…

I cancelled the policy within 2 days of setting it up. Still waiting for a refund of the deposit. Now they are trying to take the direct debit out of my account. I am entitled to a full refund. I even have email confirmation of cancellation but no refund of money, absolute joke of a company

Date of experience: January 18, 2025

Reply from Van LineDirect

Dear Ms Susie Lou,

Thank you for your feedback.

We are very sorry to hear about your experience and the delay in processing your refund. Your satisfaction is of the utmost importance to us, and we want to ensure this issue is resolved promptly.

Please give us a call on 07796055523 at your earliest convenience so we can investigate the matter further and work towards a resolution for you. Thank you for your patience, and we look forward to hearing from you.

Kind regards,
Samuel White
VanLine Direct

Rated 5 out of 5 stars

The agent on the phone was extremely…

The agent on the phone was extremely helpful and polite. The process wasn’t all smooth sailing but he explained what had happened and worked around it

Date of experience: January 15, 2025

Reply from Van LineDirect

Dear Ms Marie,

Thank you for your positive feedback! We're delighted to hear that our agent was helpful and polite, and that they were able to guide you through the process despite the challenges. Your satisfaction is important to us, and we appreciate your understanding. If you need anything else, don’t hesitate to reach out!

Kind regards,
Samuel White
VanLine Direct

Rated 5 out of 5 stars

The guy that dealt with my insurance…

The guy that dealt with my insurance was spot on and sorted it in no time

Date of experience: January 27, 2025

Reply from Van LineDirect

Dear Mr Chapman,

Thank you for your great feedback! We're so glad to hear that the agent was able to assist you quickly and efficiently. If you need any further assistance in the future, don’t hesitate to reach out!

Kind regards,
Samuel White
VanLine Direct

Rated 5 out of 5 stars

Team were very helpful on phone great…

Team were very helpful on phone great actually

Date of experience: January 24, 2025

Reply from Van LineDirect

Good Morning,

Thank you for your kind feedback! We're delighted to hear that you found our team helpful and that you had a great experience speaking with them. If there's anything else we can assist you with, please don't hesitate to reach out.

Thanks again for choosing us!

Yours Sincerely,

Charlie Byrne
VanLine Direct

Rated 5 out of 5 stars

Had a great experience from van line…

Had a great experience from van line direct would highly recommend them.

Date of experience: January 25, 2025

Reply from Van LineDirect

Dear Mr Gray,

Thank you so much for your kind words! We're thrilled to hear that you had a great experience with Van Line Direct. Your recommendation means a lot to us. If you ever need further assistance, don't hesitate to reach out!

Kind regards,
Samuel White
VanLine Direct

Rated 5 out of 5 stars

Great customer service from Jian

Great customer service from Jian! Insuring I got the best policy for my requirements and at a very competitive rate. Thank you!

Date of experience: January 19, 2025

Reply from Van LineDirect

Dear Mr Howard,

Thank you for your wonderful feedback! We're thrilled to hear that Jian provided great customer service and helped you secure the best policy for your needs at a competitive rate. Your satisfaction means a lot to us, and we’re always here if you need further assistance. Thank you for choosing us!

Kind regards,
Samuel White
VanLine Direct

Rated 5 out of 5 stars

5 stars for YAIN

Spoke to Yain who sorted my insurance out and made sure I was covered to carry a water tank as I am
A window cleaner . Very friendly and professional . Was a please to deal
With thanks YAIN

Date of experience: January 17, 2025

Reply from Van LineDirect

Dear Mr Whaite,

Thank you for your wonderful feedback! We're thrilled to hear you were pleased with the price and our customer service. If there's anything more we can assist you with, please don't hesitate to reach out. We truly appreciate your support!

Kind regards,
Samuel White
VanLine Direct

Rated 5 out of 5 stars

Actual genuine customer service received

Having completed a quote and purchasing a policy online I was instructed to call to verify the details. This is normally an annoying process because it's time consuming and you're going through the quote questions again with the agent. Cam was really helpful because in this process he highlighted to me that I didn't need to select that I'm carrying hazardous materials in the vehicle and explained why. This saved me some money on the quote, he was also able to provide some additional cover for a similar price which added value. I got a strong impression that Cam was committed to helping me so with patience we were able to proceed at a price and cover I'm happy with.

Date of experience: January 09, 2025

Reply from Van LineDirect

Dear Mr. Brown,

Thank you for sharing your feedback. I’m delighted to hear that Cameron provided such helpful and insightful service, ensuring you were able to save money while also getting the coverage you needed. We pride ourselves on offering genuine customer service, and I’m glad Cam’s approach met your expectations.

Yours Sincerely,

Charlie Byrne
VanLine Direct