Not upheld: inadequate renewal notification clarity complaint against SCOR UK Company Ltd
Financial Ombudsman decision DRN-6019924 of 2026-06-05T00:00:00+00:00. inadequate renewal notification clarity complaint against SCOR UK Company Ltd. Outcome: Not upheld.
Decision detail
| Reference | DRN-6019924 |
|---|---|
| Decision date | 2026-06-05T00:00:00+00:00 |
| Firm | SCOR UK Company Ltd |
| Product | Other regulated product |
| Claim type | inadequate renewal notification clarity |
| Outcome | Not upheld |
| Remedy | None. The complaint was not upheld. The ombudsman advised Mr B to raise any concerns about the premium increase itself separately with SCOR. |
Summary
Mr B complained that SCOR failed to clearly communicate that renewal documents were available in July 2025, receiving only an email with a portal link and a text reminder without explicit mention of renewal. Mr B argued this breached FCA regulations and the Consumer Duty, and sought a refund of his premium increase. The ombudsman found that portal-based communications are permitted and appropriate for data safety, and that Mr B's prior experience with this method and knowledge of his annual renewal cycle made the notification adequate. The complaint was not upheld.
The Ombudsman's reasoning
The ombudsman found that using a portal to communicate renewal information is permitted by FCA regulations and serves legitimate data safety purposes. Since Mr B had previously accessed renewal documents via portal without complaint and knew his policy was annually renewable, it was reasonable not to explicitly state the documents were renewal documents in the notification. The renewal documents themselves met all FCA regulatory requirements when accessed.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| SCOR UK Company Ltd, all decisions | 11 | 27% |
| Other regulated product, all decisions | 52,408 | 30% |
Source
Read the original decision on the Financial Ombudsman Service website