Not upheld: Service failures generally complaint against Xbridge Limited

Decision detail

Summary

Mr M and Mr Y complained that Simply Business applied unfair pressure to renew their residential landlord insurance policy after they had initially declined renewal due to cost. After Mr Y obtained an online quote, Simply Business made follow-up calls. The ombudsman reviewed the recorded calls and found that while the advisor attempted to persuade Mr Y to stay insured, the approach was professional and courteous without undue pressure. The ombudsman concluded that Mr Y decided to renew of his own free will because his existing cover was expiring and he needed to arrange alternative cover quickly. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman listened to the relevant calls and concluded that although the advisor attempted to persuade Mr Y to remain insured, the approach was professional and courteous without undue pressure. The ombudsman found no evidence that Mr Y had requested no further contact from Simply Business. The decision to renew was made by Mr Y of his own free will, primarily because his existing cover was about to expire and he needed to arrange alternative cover quickly.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website