Not upheld: poor service quality in claims handling, inadequate rectification works, poor communication regarding alternative accommodation complaint against Brooklin Claims Consultants Ltd

Decision detail

Summary

Mr and Mrs H complained about Brooklin Claims Consultants Ltd's service in assisting with their home insurance claim following fire damage. The main issues were unsatisfactory quality of repairs, a claim for reimbursement of wardrobes and bathroom cabinet (£2,508.89), concerns about alternative accommodation arrangements, and whether Brooklin's settlement offer was sufficient. Brooklin offered £1,848.20 for rectification works and £500 compensation for distress and inconvenience. The ombudsman found Brooklin's offer fair and reasonable, rejecting the wardrobes claim as relating to an agreement between Mr and Mrs H and the subcontractor rather than Brooklin's responsibility, and considering the £500 compensation appropriate for the poor quality repairs and communication issues.

The Ombudsman's reasoning

The ombudsman found that Brooklin's position was not unreasonable in requiring substantiation of additional costs before agreeing to cover them. Regarding the wardrobes and cabinet claim, without written confirmation of reimbursement agreement and given the works were not related to the claim, the ombudsman was not persuaded Brooklin should be held responsible. While acknowledging poor communication about alternative accommodation, the ombudsman considered this was already factored into the £500 compensation offered, which falls within the typical range for considerable distress and significant inconvenience. The ombudsman could not consider the impact of the fire itself or general claims process, only elements Brooklin was responsible for.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website