Not upheld: Motor insurance, claim handling complaint against WDP Insurance Limited
Financial Ombudsman decision DRN-5607635 of 2025-09-19T00:00:00+00:00. Motor insurance, claim handling complaint against WDP Insurance Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-5607635 |
|---|---|
| Decision date | 2025-09-19T00:00:00+00:00 |
| Firm | WDP Insurance Limited |
| Product | Other regulated product |
| Claim type | Motor insurance, claim handling |
| Outcome | Not upheld |
| Remedy | No additional remedy ordered. WDP's existing compensation of £25 per complaint is deemed sufficient. |
Summary
Mr B complained to WDP Insurance Limited about its nominated courier repeatedly leaving his mobile phone insurance claim parcels outside his front door instead of following proper delivery procedures. WDP acknowledged the poor service and offered £25 compensation for each complaint, but Mr B rejected this as insufficient and referred the matter to the Financial Ombudsman Service. The ombudsman found that while WDP's service was poor, the impact was limited to frustration with claims handling, the parcel was successfully delivered without damage, and WDP fulfilled its contractual obligations. The ombudsman upheld WDP's compensation as fair and reasonable, declining to order additional remedy.
The Ombudsman's reasoning
The ombudsman found that while WDP's service was poor in not following correct delivery processes, the impact was limited to Mr B's frustration with claims handling. The parcel was successfully delivered and there was no evidence the phone was damaged. WDP fulfilled its contractual obligations under the policy terms. The £25 compensation per complaint was fair as it reflected the upset and inconvenience caused, without being punitive. The ombudsman also ruled that complaints from January 2024 and March 2024 were outside the six-month time limit for referral to FOS, with no exceptional circumstances demonstrated.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| WDP Insurance Limited, all decisions | 26 | 48% |
| Motor insurance, claim handling, all decisions | 12,937 | 32% |
| Other regulated product, all decisions | 47,449 | 30% |
Source
Read the original decision on the Financial Ombudsman Service website