I tried to cancel a renewal of a van insurance but the

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I am very sorry to read of the above. This is presumably a commercial van insurance. Is that correct please?

1. thank you. from what you say, you are satisfied that you gave notice to cancel the policy within the initial 14 day cooling off period. Do you have proof that you gave that notice - e.g. a copy?
2. has the insurer given you any reason or justification for refusing a refund?

Thank you for the clarification. Before I address the question you raise specifically, there clarify if you cancelled the new police within the cooling off period, have they not refunded you the policy premium anyway less a small deduction for any period of insurance during the cooling off period? in other words, is the amount involved not relatively small or is it that it is but you nevertheless object to paying them anything?

1. Thank you. do you have evidence of the notice(s) that you sent cancelling the policy? e.g. a record of the sent emails?
2. Did you send the notice in time in accordance with the terms and conditions? If you are not sure, you have a link to the terms and conditions so I can check this point?

thank you. Without sight of the terms and conditions, I will have to rely on your confirmation that you gave notice in time though I do not doubt your assurance that you did. Providing you did give notice in time and you sent an email to the correct address, then whether or not the insurance company received your email would not determine whether the policy was in deed cancelled if the terms and conditions allow you to give notice by email.

Accordingly, in the first instance you may consider raising a formal complaint with the insurer setting out your above concerns and asking for a refund of all monies that were debited in relation to the renewal. This triggers a strict eight week timetable for the insurer to respond to you. If they do not respond within eight weeks or you are not satisfied as to their response when they do, you can escalate your complaint to the financial ombudsman for an independent determination:

https://www.financial-ombudsman.org.uk/consumers/how-to-complain

I hope the above is of some assistance but if you have any further questions, please revert to me.