Not upheld: Complaints handling failures complaint against One Call Insurance Services Limited

Decision detail

Summary

Mr B complained that One Call Insurance Services Limited mishandled his motor insurance policy cancellation, claiming the firm disabled the online cancellation portal, forced him into a difficult live chat, and made unlawful refund calculations. One Call initially refused a refund, then progressively offered refunds totalling £100.11 (out of £154.17 paid), waiving its £40.00 new business fee and any cancellation fee, and funding a reduction in the insurer's charge. The ombudsman found that while One Call should have enabled portal cancellation, the financial outcome was more than fair and reasonable and achieved within ten days. The ombudsman concluded that One Call did not treat Mr B unfairly overall and did not uphold the complaint.

The Ombudsman's reasoning

The ombudsman found that while One Call should have enabled portal cancellation, this would have had minimal impact as a discussion of figures would likely have been necessary regardless. One Call was not responsible for the insurance company's calculation of the £67.77 charge. One Call demonstrated a willingness to help by waiving its £40.00 new business fee, waiving any cancellation fee, and funding a reduction in the insurer's charge from £67.77 to £54.06. The financial outcome was more than fair and reasonable, achieved within five to ten days. The ombudsman lacked jurisdiction to consider complaints about complaint handling. Overall, One Call did not treat Mr B unfairly.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website