Partially upheld: quality of repairs and claims handling delays complaint against First Central Underwriting Limited
Financial Ombudsman decision DRN-6260778 of 2026-05-26T00:00:00+00:00. quality of repairs and claims handling delays complaint against First Central Underwriting Limited. Outcome: Partially upheld.
Decision detail
| Reference | DRN-6260778 |
|---|---|
| Decision date | 2026-05-26T00:00:00+00:00 |
| Firm | First Central Underwriting Limited |
| Product | motor insurance |
| Claim type | quality of repairs and claims handling delays |
| Outcome | Partially upheld |
| Remedy | First Central Underwriting Limited directed to pay Mr P £150 compensation within 28 days. If payment is late, interest accrues at 8% per annum simple from the deadline date to the date of payment. The ombudsman also noted that if Mr P obtains an expert report confirming repair defects, First Central should refund the reasonable cost of such a report. |
Summary
Mr P claimed on his motor insurance policy with First Central following third-party damage to his car's bumper area in August 2025. He complained about substandard and incomplete repairs, citing 14 specific issues including engine noise, suspension concerns, paint finish problems, and windscreen damage. First Central arranged an independent engineer's inspection, which upheld only 1 of 14 complaint points (a minor polishing mark). Mr P refused to accept the car back, claiming it was undriveable, and complained about the withdrawal of his hire car and resulting inconvenience. The ombudsman found the repairs were fair and reasonable based on the expert engineer's assessment, but acknowledged delays and service gaps, awarding £150 compensation for distress and inconvenience.
The Ombudsman's reasoning
The ombudsman gave appropriate weight to the independent engineer's expert assessment, which upheld only 1 of 14 complaint points. While acknowledging delays in the claims process, the ombudsman found these were largely attributable to manufacturer spare parts shortages beyond First Central's control. The ombudsman found First Central acted fairly in requesting return of the hire car and in its handling of the repairs, as the car had been inspected twice and MOT'd. However, the ombudsman recognised that First Central's service could have been smoother and faster, and that there were unexplained gaps in service, warranting modest compensation for distress and inconvenience.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| First Central Underwriting Limited, all decisions | 207 | 42% |
Source
Read the original decision on the Financial Ombudsman Service website