Not upheld: customer service complaint regarding payment method administration and communication complaint against Neilson Financial Services Limited trading as British Seniors Insurance Agency

Decision detail

Summary

Mr and Mrs G complained about British Seniors' customer service after their direct debit failed to transfer when they switched bank accounts. British Seniors requested updated bank details via phone, email, and post, but Mr and Mrs G refused to provide them over the phone due to security concerns and requested a standing order instead. British Seniors declined the standing order as it only accepted direct debit payments under the policy terms. After multiple communication attempts and warnings, the policy was cancelled in October 2025. The ombudsman found that British Seniors provided reasonable assistance through multiple communication channels and that the complainants had adequate opportunity to resolve the issue by providing their details in writing, making the firm's actions fair and reasonable.

The Ombudsman's reasoning

The ombudsman found that while Mr and Mrs G's initial confusion was understandable, British Seniors clearly communicated the problem and provided multiple opportunities and methods for resolution. The complainants had ample time and opportunity to provide their bank details via email or post, and British Seniors was not obligated to make an exception to its direct debit requirement or provide a standing order option. The firm's persistence in warning about policy lapse was well-intentioned and not rude. As policyholders, Mr and Mrs G bore responsibility for ensuring their direct debit remained in place, and British Seniors provided reasonable assistance in facilitating this.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website