Not upheld: Account administration errors complaint against DAVIES MGA SERVICES LIMITED

Decision detail

Summary

Mr A complained that Davies MGA Services Limited failed to notify him that his home insurance policy administration had transferred to another business (B1) and that he was unable to access his policy documents via the app. Davies had sent a renewal notice in August 2023 and implemented an in-app message from March 2024 directing users to B1's website. However, Mr A could not access this message because his email address was not recognised by the app. The ombudsman found that Davies had provided adequate renewal notification and responded promptly when Mr A contacted them in April 2024, resolving the issue within one day. The ombudsman concluded the impact was minimal and did not warrant compensation, despite Mr A's reported anxiety related to his disability.

The Ombudsman's reasoning

The ombudsman found that Davies sent appropriate renewal notification on 6 August 2023 and was not required to send separate confirmation of renewal. Although Mr A could not access the in-app message due to email address recognition issues, Davies responded promptly the following day when contacted, and Mr A subsequently had no further issues accessing his documents. The period of inability to access documents was minimal and did not cause significant detriment warranting compensation.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website