Not upheld: mis-selling complaint against Xbridge Limited

Decision detail

Summary

Mr and Mrs L complained that Xbridge mis-sold an insurance policy by failing to provide buildings cover when Mr L specifically requested it. Mr L claimed he thought 'fixtures and fittings' was an add-on feature and did not read the policy documents provided. Xbridge's call recording showed the agent explicitly asked whether Mr L wanted buildings cover or fixtures and fittings cover, and Mr L confirmed he wanted fixtures and fittings cover. The ombudsman found that the options were clearly presented as an either/or choice, Mr L chose incorrectly, and the agent recapped the agreed cover without objection. The complaint was not upheld as Xbridge provided the cover Mr L requested and acted fairly.

The Ombudsman's reasoning

The ombudsman found that Xbridge's agent clearly presented Mr L with a choice between buildings cover and fixtures and fittings cover, and Mr L explicitly chose fixtures and fittings cover. Although Mr L initially asked for buildings insurance, he was given a clear either/or option and selected incorrectly, apparently misunderstanding that fixtures and fittings was not an add-on feature. The agent recapped the cover agreed, and Mr L was directed to access written policy documents that would have clarified the position. The ombudsman considered it reasonable to expect Mr L to read his policy documents, and found that Xbridge provided clear information and acted fairly in accordance with FCA principles and the Consumer Duty.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website