Upheld: failure to provide reasonable adjustments for disability; failure to provide accessible customer support complaint against Domestic & General Insurance Plc

Decision detail

Summary

Mr M complained that D&G failed to provide reasonable adjustments for his disability when he requested an electronic method to change his direct debit payment details. D&G initially offered only phone or post options, then email at Mr M's own risk. The ombudsman found D&G should have explored further options when made aware of Mr M's disability-related needs, particularly after it became clear the initial suggestions did not resolve his situation. Although D&G later confirmed it could send an electronic mandate, the failure to offer this timeously caused unnecessary distress. The ombudsman upheld the complaint and awarded £150 compensation.

The Ombudsman's reasoning

D&G had a duty to make reasonable adjustments under equality legislation and the Consumer Duty. Although D&G offered alternatives, it should have reasonably explored further options with Mr M when it became apparent the initial suggestions did not resolve his situation. The failure to do so timeously caused unnecessary worry and inconvenience. Taking each consumer's particular disabilities into account when resolving issues represents good industry practice and accords with equality legislation.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website