Brentacre Insurance: most-reported complaints
Automated analysis of 287 public Trustpilot reviews published 2018-09-06 to 2026-09-16. TrustScore 4.9 from 1,256 total reviews — see the Trustpilot page. Quick answer: is Brentacre Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 36% of the 72 identified complaints out of 287 reviews. Overcharging is the second most common issue, cited in 24% of complaints, while other concerns make up 22% and misleading pricing accounts for 12%. The trend for unhelpful support and misleading pricing remains flat, overcharging is falling, and other complaints are rising.
How to reach Brentacre Insurance
These are the contact details Brentacre Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01792 650933, email [email protected], address Phoenix Way, Gorseinon, Swansea, SA4 9WF, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2017-12-28 and last replied to a negative review on 2026-09-19. We last checked this profile on 2026-09-24 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.2★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (60%, 1.7d) · 2026-08-18 (60%, 1.7d) · 2026-08-21 (60%, 1.7d) · 2026-08-24 (60%, 1.7d) · 2026-08-27 (60%, 1.7d) · 2026-08-31 (60%, 1.7d) · 2026-09-03 (50%, 2.5d) · 2026-09-08 (50%, 2.5d) · 2026-09-12 (50%, 2.5d) · 2026-09-15 (50%, 2.5d) · 2026-09-18 (40%, 2.5d) · 2026-09-21 (60%, 2.3d) · 2026-09-24 (60%, 2.3d).
Severity: 21% of this company’s 72 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (37 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 1 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2021-10-14 to 2021-10-14, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
Measured reply time: across 31 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of 2 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 31 company replies to negative reviews analysed, 32% engaged with the specific problem and 16% were generic templates.
Review provenance: 22 company-invited reviews in the recent window average 5.00★, while 204 organic (uninvited) reviews average 4.85★.
27% of its 214 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 36% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 230 of this company’s 1,256 Trustpilot reviews (18%) were written in the last 12 months.
What are the most common complaints about Brentacre Insurance?
Support unhelpful
26 reports · 36% of complaintssteady“They just palm you off and give you constant excuses.”
2 readers marked this review helpful on Trustpilot.
“Unhelpful, rude. Aggressive.”
The company replied on 2021-09-14: “We issued a renewal notice 30 days prior to your renewal. Two further reminders were sent a couple of days leading up to your renewal date. We also emailed confirmation of the price to you a couple…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“because "the claim is open", Brentacre will not renew the policy and i am left without insurance”
Overcharging
17 reports · 24% of complaintsfalling“they have charged me £35.00 for a 60 second change of numberplate.”
The company replied on 2021-07-20: “Hi Matt, As you know we can't say too much in regards detail on this platform. Please refer to our ongoing email correspondence and the conversations you have been having with Markerstudy.”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“For the 20 days of cover they charged me £310!”
“kept most of my years policy money that I had paid up front for "admin fees etc"”
The company replied on 2021-08-11: “As you are aware, the "technical issue" is that you did not return the documentation after several reminders and despite us being very clear with what we needed and when. As you were also aware, you…”
Our classifier read this reply as a deflection.
Other
16 reports · 22% of complaintsrising since 2024-07“they won't insure me again as i have reported 2 incidents of damage regardless of them renewing”
2 readers marked this review helpful on Trustpilot.
“everytime I call they decline to give me a quote because car's not modified?”
1 reader marked this review helpful on Trustpilot.
“I can no longer insure my new car or any other car come to that because of the claim against my policy”
Misleading pricing
9 reports · 12% of complaintssteady“incorrect information on my quote and it needed re-quoting to DOUBLE my original quote”
2 readers marked this review helpful on Trustpilot.
“Including things that i was expressly told on the phone I would not have to do.”
1 reader marked this review helpful on Trustpilot.
“They did however keep a large proportion of the money paid.”
Warranty disputes
7 reports · 10% of complaintssteady“Who turned up with the wrong screen.”
The company replied on 2021-07-13: “We are sorry you are unhappy and have taken this platform to discuss something that we have fully informed you about throughout and is currently ongoing - as you well know. Your sequence of events is…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“because "the claim is open", Brentacre will not renew the policy and i am left without insurance”
“refused to pay out as they insisted someone coming over to the wrong side of the road”
The company replied on 2023-08-19: “Hi Jason, thank you for your previous custom. Sorry you feel this way. Having looked at your previous policy, I can't see that your comments match the information we have in regards to your claim.…”
Our classifier read this reply as a deflection.
Hard to cancel
5 reports · 7% of complaintsfalling“kept most of my years policy money that I had paid up front for "admin fees etc"”
The company replied on 2021-08-11: “As you are aware, the "technical issue" is that you did not return the documentation after several reminders and despite us being very clear with what we needed and when. As you were also aware, you…”
Our classifier read this reply as a deflection.
“they went on to take 2 lots of administration fees totalling £90, then a further £75 for commission and then a further £88 for the use of the policy.”
“They make it so difficult. You can’t do it online or over the phone.”
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-18.