Not upheld: Service failures generally complaint against Oakleafe Group Limited

Decision detail

Summary

Mr B complained to the FOS about poor service from Oakleafe Group Limited, an insurance claims administrator, regarding an escape of water claim that had been ongoing since December 2022. Mr B alleged that between May and December 2024, Oakleafe caused avoidable delays and communicated poorly, causing him considerable distress. The Investigator reviewed the service provided and concluded that Oakleafe had acted reasonably and fairly overall. The ombudsman agreed with this assessment, finding that Oakleafe was reasonably active and appropriately engaged in its role during the relevant period. Although acknowledging the extended timeline and Mr B's frustration, the ombudsman found no basis to uphold the complaint or award compensation.

The Ombudsman's reasoning

The ombudsman accepted the Investigator's findings that Oakleafe was reasonably active and appropriately engaged in its role assisting with claim administration during the relevant period. While acknowledging Mr B's distress and the extended timeline of the claim, the ombudsman found no evidence of avoidable delays or poor communication attributable to Oakleafe's service between May and December 2024. The ombudsman also limited the scope to exclude matters already decided in a previous complaint and matters arising after December 2024.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website