Not upheld: Travel / life insurance claim disputes complaint against HL Partnership Limited

Decision detail

Summary

Mr and Mrs C complained that HL Partnership Limited mis-sold them seven life assurance policies totalling approximately £140 per month and gave incorrect advice regarding their estate planning. They claimed they were not aware of the policies, had not explicitly authorised them, and paid £2,895 for services that were not properly delivered. HLPL maintained they had completed the services requested and that the clients were aware of and had authorised the policies. The ombudsman found that extensive documentation including fact finds, suitability letters, and detailed communications demonstrated that HLPL made the clients aware of the recommended policies and that the clients had authorised them. The ombudsman was not persuaded the clients were unaware and upheld HLPL's position that they were entitled to charge for the service provided.

The Ombudsman's reasoning

The ombudsman found that the evidence demonstrated HLPL followed through with the service Mr and Mrs C had requested. The fact find document clearly stated the purpose was to protect their investments through life assurance policies. Multiple communications including the summary letter, detailed emails, and review letter made Mr and Mrs C aware of the specific policies recommended with premium amounts. The clients' own query on 15 December 2022 about charges indicated their knowledge of the recommendations and commencement of the plans. The recommended policies ultimately served their stated purpose of protecting both partners for each property in the event of death. Therefore, HLPL were entitled to charge for the service provided.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website