Not upheld: poor claims handling, service failures, delays, inconsistent communication complaint against NATIONAL FARMERS UNION MUTUAL INSURANCE SOCIETY LIMITED (THE)
Financial Ombudsman decision DRN-6326722 of 2026-04-29T00:00:00+00:00. poor claims handling, service failures, delays, inconsistent communication complaint against NATIONAL FARMERS UNION MUTUAL INSURANCE SOCIETY LIMITED (THE). Outcome: Not upheld.
Decision detail
| Reference | DRN-6326722 |
|---|---|
| Decision date | 2026-04-29T00:00:00+00:00 |
| Firm | NATIONAL FARMERS UNION MUTUAL INSURANCE SOCIETY LIMITED (THE) |
| Product | insurance |
| Claim type | poor claims handling, service failures, delays, inconsistent communication |
| Outcome | Not upheld |
| Remedy | No further remedy ordered. NFU's £550 compensation already paid to Ms C was deemed sufficient. |
Summary
Ms C complained to NFU about its handling of her subsidence claim, raising 11 complaint points. NFU issued two final response letters on 30 January 2026, acknowledging some failings and offering £550 compensation. Ms C remained unhappy and referred the complaint to the Financial Ombudsman Service. The ombudsman found that NFU had indeed made errors including delays in sending reports, inconsistent settlement offers, and poor contact during Christmas, but determined that the compensation and apologies already provided constituted a fair resolution. No further award was made.
The Ombudsman's reasoning
The ombudsman acknowledged that NFU made several errors during the complaint period including delays in sending reports, inconsistent cash settlement offers, and poor contact over Christmas. However, the ombudsman was satisfied that NFU had accepted these failings, offered appropriate monetary compensation of £550, and provided apologies. The ombudsman determined this constituted a fair and reasonable resolution for the upset and frustration caused during the specified period, and that no further award was warranted.
How this compares
| Group | Decisions | Uphold rate |
|---|---|---|
| NATIONAL FARMERS UNION MUTUAL INSURANCE SOCIETY LIMITED (THE), all decisions | 1 | 0% |
Source
Read the original decision on the Financial Ombudsman Service website