Not upheld: voucher expiry and re-issuance; service failure complaint against Domestic & General Insurance Plc

Decision detail

Summary

Mr N received vouchers in December 2022 following a freezer claim but did not use them. When he attempted to use them in August 2025, they had expired. D&G initially told him they could re-issue the vouchers but later refused. The ombudsman found that expiry information was clearly stated in terms and conditions and on the vouchers themselves, with one voucher having zero balance and the other £60 at expiry. Although D&G's initial promise to re-issue constituted a service error, the ombudsman determined it was not fair to require re-issuance given the clear communication of expiry dates and the fact that D&G does not reclaim unused credit. The complaint was not upheld, and the £10 compensation already paid was deemed reasonable.

The Ombudsman's reasoning

The ombudsman found that despite D&G's service error in initially promising to re-issue the vouchers, the expiry information was clearly communicated through multiple channels (terms and conditions, voucher itself, online account). The retailer confirmed one voucher had zero balance and the other £60 at expiry. Since D&G does not reclaim unused credit and the expiry terms were transparent, it would not be fair to require re-issuance. The £10 compensation for the service failure was proportionate given the quick resolution and clear communication of expiry dates.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website