Upheld: Service failures generally complaint against DAVIES MGA SERVICES LIMITED

Decision detail

Summary

Mr D complained that Davies MGA SERVICES LIMITED failed to respond to his October 2022 enquiries about how to declare a policy decline and his son's NCD following non-renewal of his car insurance policy. Davies passed Mr D's enquiry to company B without answering his questions, and Mr D did not receive a substantive response until July 2023, approximately ten months later. The ombudsman found Davies, as the policy administrator and primary contact, should have promptly answered these reasonable and important enquiries before signposting to B. The ten-month delay constituted poor service and unreasonable inconvenience. The ombudsman upheld the complaint and ordered Davies to pay £150 compensation.

The Ombudsman's reasoning

As the policy administrator and Mr D's primary contact, Davies should have promptly answered his reasonable questions about how to declare a policy decline and his son's NCD before signposting to B. Instead, Davies passed the enquiry to B without answering, causing Mr D avoidable inconvenience. The ten-month delay before Davies finally answered these questions was unreasonable and poor service. While B's actions are being investigated separately, Davies' failure to respond promptly to a straightforward enquiry that was important for Mr D's future insurance applications warrants compensation.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website