Upheld: Account administration errors complaint against USAY BUSINESS LTD
Financial Ombudsman decision DRN-6319664 of 2026-06-23T00:00:00+00:00. Account administration errors complaint against USAY BUSINESS LTD. Outcome: Upheld.
Decision detail
| Reference | DRN-6319664 |
|---|---|
| Decision date | 2026-06-23T00:00:00+00:00 |
| Firm | USAY BUSINESS LTD |
| Product | Other regulated product |
| Claim type | Account administration errors |
| Outcome | Upheld |
| Remedy | USAY Business Ltd must pay Mr J £200 compensation for distress and inconvenience caused by the address error and resulting inability to access policy documentation. |
Summary
Mr J complained that USAY Business Ltd mis-sold him a private medical insurance policy by providing incorrect address details to the underwriting insurer B, resulting in all policy documentation being sent to the wrong address. USAY maintained it provided accurate information but could only produce a screenshot showing the correct postcode, not the complete address details. The ombudsman found that while Mr J gave USAY accurate address information during the sales call, USAY likely failed to transmit the correct property number to B and missed an opportunity to correct the error during the 2024 renewal call. The complaint was upheld and USAY was directed to pay £200 compensation for distress and inconvenience, with the ombudsman noting the policy recommendation itself was suitable for Mr J's needs.
The Ombudsman's reasoning
The ombudsman found that while Mr J provided accurate address information during the sales call, USAY failed to pass the complete address details to B, resulting in incorrect documentation delivery. Although USAY could only provide a screenshot showing the correct postcode, this was insufficient evidence to demonstrate the full address was accurately transmitted. The ombudsman noted USAY missed an opportunity to correct the error during the 2024 renewal call by only verifying the postcode rather than the complete address. However, the ombudsman also considered that Mr J had opportunities to raise the missing documentation sooner and was given information about making claims during renewal.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| USAY BUSINESS LTD, all decisions | 10 | 60% |
| Account administration errors, all decisions | 26,544 | 25% |
| Other regulated product, all decisions | 47,449 | 30% |
Source
Read the original decision on the Financial Ombudsman Service website