Upheld: Home insurance claim disputes complaint against Oakleafe Group Limited

Decision detail

Summary

Mr and Mrs B complained to the Financial Ombudsman Service about poor service from Oakleafe Group Limited in handling their insurance claim for storm damage water ingress. The claim, instructed in February 2024, took approximately 10 months to resolve, with Mr and Mrs B experiencing repeated delays, poor communication, ineffective contractor coordination, and lack of case ownership. The ombudsman upheld the complaint, finding that Oakleafe caused avoidable delays in the inspection and scoping stages, failed to effectively manage contractors despite maintaining control over the process, and provided inconsistent and inaccurate updates. The ombudsman rejected Oakleafe's attempt to deflect responsibility to contractors and third parties, finding that Oakleafe breached its duties under ICOBS and the FCA's Consumer Duty. Oakleafe was ordered to pay £500 compensation for the distress and inconvenience caused.

The Ombudsman's reasoning

The ombudsman found that Oakleafe failed to manage the claim reasonably by causing delays in inspection and scoping, failing to coordinate contractors effectively, providing inconsistent communication, and not offering practical support. Oakleafe maintained control over the claim process and therefore bore responsibility for contractor delays. The firm breached its duties under ICOBS and the FCA's Consumer Duty by not providing appropriate support during the claim. Oakleafe's attempt to deflect responsibility to contractors was not a fair response given their level of involvement and control.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website