PremFina: most-reported complaints
Automated analysis of 1,969 public Trustpilot reviews published 2025-02-21 to 2026-09-23. TrustScore 4.7 from 12,055 total reviews — see the Trustpilot page. Quick answer: is PremFina legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report billing errors, with 64 complaints noting issues such as unauthorized multiple direct debits. Support unhelpfulness is another frequent concern, cited in 59 reviews where customers felt their inquiries were dismissed or policies were cancelled unfairly. Additionally, 57 reviewers mentioned other unspecified problems, while 55 complaints focused on overcharging, including excessive transaction fees and interest.
How to reach PremFina
These are the contact details PremFina publishes on its Trustpilot profile, as of our last check on 2026-09-23 — it publishes no phone number there, email [email protected], address Tintagel House, 92 Albert Embankment, Vauxhall, London, SE1 7TY, GB.
The company claimed its Trustpilot profile on 2020-12-18, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 48 of 115 in Financial Institution. We last checked this profile on 2026-09-23 and found 138 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★ on Google (317 reviews)
TrustScore over time
4.7 → 4.7 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: 2026-08-15 (100%, 0.8d) · 2026-08-18 (98%, 0.8d) · 2026-08-21 (99%, 0.8d) · 2026-08-24 (99%, 0.8d) · 2026-08-27 (100%, 0.8d) · 2026-09-01 (98%, 0.8d) · 2026-09-04 (100%, 0.8d) · 2026-09-07 (99%, 0.8d) · 2026-09-11 (100%, 0.8d) · 2026-09-14 (97%, 0.8d) · 2026-09-17 (100%, 0.9d) · 2026-09-20 (98%, 0.9d) · 2026-09-23 (100%, 0.9d).
Severity: 16% of this company’s 320 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In December 2025, 80% of 10 one-to-three-star reviews were 1★; in September 2026, 56% of 45.
Counted from December 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 3.9 days between the experience and publishing their negative review (527 reviews record both dates).
Measured reply time: across 507 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of under a day.
Reply quality: of 507 company replies to negative reviews analysed, 35% engaged with the specific problem and 41% were generic templates.
12% of its 1369 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: billing errors makes up 20% of this company’s complaints vs a 14% median across 104 ranked companies in its sector.
Review velocity: 6,479 of this company’s 12,055 Trustpilot reviews (54%) were written in the last 12 months.
What are the most common complaints about PremFina?
Billing errors
64 reports · 20% of complaintssteady“They also set up multiple direct debits without my consent I agreed to one not two they’ve been taking multiple payments out at random dates”
The company replied on 2026-06-01: “Good morning Kit, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. We at PremFina work extremely hard to ensure all our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“my 1st months payment was non refundable even though my insurance had not started.”
The company replied on 2026-01-12: “Good morning Darren, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. We at PremFina work extremely hard to ensure all our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Monthly payments changed and no reason given”
The company replied on 2026-06-15: “Good morning Soraya, Thank you for taking the time to leave us a review. I am sorry you were unaware of the reason for the change to your monthly payments. Your payments were changed following a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
59 reports · 18% of complaintssteady“You then go and send me a notice of cancellation yesterday 1st June that the policy has been cancelled as I didn’t provide the information on time.”
The company replied on 2026-06-03: “Good morning, Thank you for taking the time to leave us a review. I am sorry you are unhappy with the credit agreement cancellation. I can see you made contact with our team yesterday who advised you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Stress and fear tactics and lack of communication”
The company replied on 2026-05-12: “Good morning Emily, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. We at PremFina work extremely hard to ensure all our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“No support available. I called the support team twice and they were acting like they don’t hear me.”
The company replied on 2025-11-24: “Good morning Marwatullah, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. We at PremFina work extremely hard to ensure all…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Other
57 reports · 18% of complaintssteady“upside down after 18 years later they canceled my insurance for nothing”
The company replied on 2026-02-26: “Good morning Jubaydur, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. I will reach out directly by email to assist with this…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Your customers trust you and send their information without any verification.Glen Houghton T/As Gh Transpor it is not my name!!!!!!!”
The company replied on 2025-12-30: “Good morning, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. We at PremFina work extremely hard to ensure all our customers…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Lost no claims bonus even though I was insured with a van. Rip off”
The company replied on 2025-11-27: “Good Morning Peter, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. Based on your review, it seems as though your concerns…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Overcharging
55 reports · 17% of complaintssteady“A £400 policy totals out at £900 after ‘transaction fees’ and interest!”
The company replied on 2026-06-03: “Good morning, Thank you for taking the time to leave us a review. I am sorry to hear of your concerns relating to your interest rate and fees. The amounts you've quoted sound higher than we’d usually…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“They also set up multiple direct debits without my consent I agreed to one not two they’ve been taking multiple payments out at random dates”
The company replied on 2026-06-01: “Good morning Kit, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. We at PremFina work extremely hard to ensure all our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“They give you a quote, then suddenly a few days later that quote almost doubles”
The company replied on 2026-03-02: “Good morning Michael, Thank you for taking the time to leave us a review. I am sorry that you are unhappy with the change in your premium and the cancellation fees. Please note, this would be in…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Account/app problems
35 reports · 11% of complaintssteady“not a single company seems to even have so much as my email on record”
The company replied on 2026-02-23: “Good morning Billy, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. We at PremFina work extremely hard to ensure all our…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“I have tried several times to contact you Just to let you know I've cancelled the direct debit”
The company replied on 2026-04-14: “Good morning Elaine, Thank you for taking the time to leave us a review. If you are looking to cancel your credit agreement, you would need to speak with your insurance broker to cancel the insurance…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“You can't access your account online, customer service is ridiculous.”
The company replied on 2025-09-12: “Good Morning, I’m really sorry to hear about your experience and the difficulties you’ve had accessing your account. This is not the level of service we want to provide, and I completely understand…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unreachable
31 reports · 10% of complaintsrising since 2026-04“NOBODY answers the phone.”
The company replied on 2026-05-29: “Good morning Steve, Thank you for taking the time to leave us a review. I am sorry to hear of your concerns relating to the arrangement of your insurance policy and associated finance agreement. I…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“not a single company seems to even have so much as my email on record”
The company replied on 2026-02-23: “Good morning Billy, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. We at PremFina work extremely hard to ensure all our…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Rip off interest rates, lack of communication, obviously trying to exploit the young and vulnerable”
The company replied on 2026-02-16: “Good morning, Thank you for taking the time to leave us a review. I am sorry that you don't seem to be happy with the service received. We at PremFina work extremely hard to ensure all our customers…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Compare PremFina with…
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 2026-09-24.