Upheld: Service failures generally complaint against Hub Financial Solutions Limited

Decision detail

Summary

Mr S complained to HUB Financial Solutions about poor service in handling his pension retirement benefits advice. Between November 2023 and February 2024, HUB failed to keep Mr S updated, cancelled multiple appointments due to missing information from his pension provider, made missed calls despite knowing he was on holiday in Australia and required email communication, and failed to return calls as promised. HUB initially offered £100 compensation but the Investigator recommended £250. HUB failed to respond to FOS communications. The Ombudsman upheld the complaint, finding HUB breached FCA Principles 6 and 7, and ordered payment of £250 compensation for the trouble and upset caused.

The Ombudsman's reasoning

HUB breached FCA Principles 6 and 7 by failing to treat the customer fairly and failing to communicate clearly and keep him updated. Over a two-and-a-half month period, HUB failed to keep Mr S informed, forced him to continually chase for updates, missed several appointments without notice, and failed to return calls as promised. Given the impending retirement date and Mr S's holiday circumstances, this caused significant stress and worry. HUB's own final response acknowledged its service fell short of expected standards. The impact was greater than minor inconvenience, warranting compensation for distress and inconvenience.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website