Not upheld: mis-selling complaint against Tesco Mobile Limited

Decision detail

Summary

Mr A complained that Tesco Mobile Limited mis-sold him a mobile phone insurance policy taken out in 2022 alongside his phone contract. He claimed he did not recall agreeing to the insurance and discovered it only in 2025 when he cancelled it. Tesco argued the policy was not mis-sold, citing its standard in-store sales process, post-sale documentation sent to Mr A's email (which was opened), and the visible monthly charges on his bank statements. The ombudsman found that Tesco provided clear, fair and not misleading information and that Mr A had opportunities to identify and cancel the policy, particularly within the 28-day free cancellation period. The complaint was not upheld.

The Ombudsman's reasoning

Although there is no record of what was said during the in-store sale, Tesco has demonstrated it follows a standard process requiring customer agreement. The post-sale information sent to Mr A clearly indicated he had agreed to pay for insurance. The email tracking evidence shows Mr A received and opened this information. Additionally, the monthly charges on his bank statements provided an opportunity for Mr A to identify and cancel the policy within the 28-day free cancellation period. Taking all factors together, Tesco provided clear, fair and not misleading information enabling Mr A to make an informed decision.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website