Not upheld: Service failures generally complaint against Yoga Insurance Services Limited
Financial Ombudsman decision DRN-6140942 of 2026-02-26T00:00:00+00:00. Service failures generally complaint against Yoga Insurance Services Limited. Outcome: Not upheld.
Decision detail
| Reference | DRN-6140942 |
|---|---|
| Decision date | 2026-02-26T00:00:00+00:00 |
| Firm | Yoga Insurance Services Limited |
| Product | Motor insurance |
| Claim type | Service failures generally |
| Outcome | Not upheld |
| Remedy | None. While Yoga did something wrong, no financial remedy or corrective action is required as Mr B suffered no loss as a result of the error. |
Summary
Mr B complained that Yoga Insurance Services Limited provided an inaccurate previous year's premium of £396.71 in his car insurance renewal invite, when he had actually paid £222.88 for the majority of the previous year. Yoga had incorrectly applied current renewal ratings to the previous year's premium calculation, breaching ICOBS 6.5.1 requirements. Although Mr B identified the error and contacted Yoga, receiving a corrected quote and subsequently changing his cover level before renewal, he suffered no financial loss. The ombudsman upheld that Yoga did something wrong but found no remedy was necessary as there was no impact on Mr B.
The Ombudsman's reasoning
The ombudsman found that Yoga breached ICOBS 6.5.1 by providing an inaccurate previous year's premium of £396.71, which could not be reconciled with what Mr B actually paid (£222.88) even accounting for the mid-term adjustment. The ombudsman determined that Yoga had incorrectly applied current renewal ratings to the previous year's premium calculation, which rendered the comparison meaningless and was misleading. However, because Mr B identified the error, contacted Yoga, received a corrected quote, and made an informed decision to change his cover level before renewal without suffering any financial loss, the ombudsman found no remedy was warranted.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| Yoga Insurance Services Limited, all decisions | 10 | 40% |
| Service failures generally, all decisions | 32,767 | 33% |
| Motor insurance, all decisions | 24,036 | 35% |
Source
Read the original decision on the Financial Ombudsman Service website