Not upheld: Service failures generally complaint against Clegg Gifford & Co Limited

Decision detail

Summary

Mr M complained about how Clegg Gifford & Co Limited handled payment issues for his motor trade insurance policy. When Mr M contacted Clegg about payment arrangements, he was directed to a third-party finance company, though Clegg later acknowledged this was incorrect and he should have been serviced in-house. Clegg apologised and committed to internal feedback. Mr M sought compensation for the time spent dealing with the issue, but the ombudsman did not uphold the complaint because Mr M failed to provide details about call lengths when requested, leaving insufficient evidence that he suffered financial loss due to Clegg's actions.

The Ombudsman's reasoning

The ombudsman found that while Clegg acknowledged it could have handled the matter better by servicing Mr M in-house rather than directing him to the third party, there was insufficient evidence to demonstrate that Mr M had wasted time and money as a result of Clegg's actions. Mr M failed to respond to the ombudsman's request for details about call lengths and time spent, leaving the ombudsman unable to establish the extent of any inconvenience. The ombudsman considered Clegg's apology and internal feedback to be appropriate remedies.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website