Not upheld: Other regulated complaint complaint against Lexham Insurance Consultants Limited

Decision detail

Summary

Mr C2 complained that Lexham Insurance misled him into believing his son's scooter was insured sooner than it actually was. Mr C1 was stopped by police on 24 December 2019 for driving while uninsured and received six penalty points. The policy start date was 27 December 2019, set to allow time for scooter registration. When Mr C2 called on 23 December 2019 to provide registration details, Lexham sent a revised certificate showing the 27 December 2019 start date. The ombudsman found that Mr C2 was aware of the start date from the call and the revised certificate, and that Lexham did not confirm any change to the start date. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman analysed the key call from 23 December 2019 and found that Mr C2 was aware the start date was 27 December 2019, as he specifically referenced this date from the existing certificate. The agent did not give the impression the start date would change, only confirming that registration details would be added. The revised certificate sent on 23 December 2019 clearly showed the 27 December 2019 start date, giving Mr C2 the opportunity to check and contact Lexham if he wished to change it. While the ombudsman acknowledged the considerable distress caused, the evidence showed Mr C2 may have made an assumption that was not confirmed by Lexham.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website