Not upheld: Service failures generally complaint against Admiral Insurance (Gibraltar) Limited

Decision detail

Summary

Miss D complained to the FOS about Admiral's failure to provide any communication or updates between 4 December 2025 and 29 December 2025 regarding her motor insurance claim arising from an October 2023 accident. Admiral acknowledged the failing, apologised, and offered £100 compensation. The FOS investigator considered this fair, but Miss D rejected the assessment. The ombudsman upheld Admiral's offer, finding that while the lack of communication was a breach of good practice, the £100 compensation fairly reflected the distress and inconvenience caused by this specific period of poor communication.

The Ombudsman's reasoning

The ombudsman accepted that not receiving any update over a month-long period would have been frustrating for Miss D and that Admiral ought to have communicated with her during that time. However, the ombudsman considered the extent of impact caused by the failing and determined that £100 compensation fairly reflected the distress and inconvenience caused, particularly as this decision concerned only a specific period of poor communication rather than the substantive outcome of the wider complaint.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website