Not upheld: payment administration error and account details management complaint against Many Pets Ltd

Decision detail

Summary

Mr R complained that Many Pets Ltd failed to pay a claim under his pet insurance policy in September 2025. The firm had been using outdated bank account details from an old direct debit, though previous payments had been automatically redirected to his new account via the Current Account Switching Service. When one payment was not redirected, Mr R contacted Many Pets, which resolved the issue the next day, paid the outstanding amount, and provided £75 compensation. The ombudsman found the compensation adequate and did not uphold the complaint, as the error had minimal impact and was quickly resolved.

The Ombudsman's reasoning

The ombudsman acknowledged that Many Pets made an error by using outdated direct debit details for claim payments. However, this error did not impact Mr R until September 2025 because previous payments were automatically redirected to his new account. When one payment failed to redirect, Mr R experienced inconvenience, but this was resolved within one day of his contact. The £75 compensation already paid was deemed sufficient to recognise the avoidable inconvenience caused.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website