Not upheld: home emergency claim handling and customer service complaint against Bank of Scotland plc trading as Halifax

Decision detail

Summary

Miss P complained to Halifax about a home emergency claim she submitted on 2 October 2025, which received only an automated acknowledgment and no further contact. Halifax's final response on 5 December 2025 did not uphold the complaint. The ombudsman found that the home emergency insurance is provided by a third-party insurer, not Halifax, and therefore the insurer is responsible for handling claims and complaints. Although Halifax could have notified the insurer faster (it took until 18 November 2025), Halifax provided the insurer's contact details on its website and notified the insurer within the required 8-week response period. The ombudsman did not uphold the complaint as Halifax had fulfilled its obligations.

The Ombudsman's reasoning

The ombudsman determined that although the home emergency cover is provided through Halifax's URCA, the insurance and claims handling are the responsibility of a third-party insurer. Halifax is only responsible for providing account holders with the necessary information to contact the insurer. The ombudsman found that Halifax provided the insurer's contact details in an accessible location and notified the insurer of Miss P's complaint within the required 8-week timeframe, though it could have acted faster. Therefore, Halifax cannot be held responsible for the insurer's failure to respond to the claim.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website