Not upheld: mis-selling complaint against AutoProtect (MBI) Ltd

Decision detail

Summary

Mr S complained that he was given incorrect information when sold a motor warranty by AutoProtect, specifically regarding timing chain coverage. When Mr S attempted to claim for a timing chain failure, the claim was declined due to a wear and tear exclusion. The ombudsman reviewed the sales call recording and confirmed that AutoProtect accurately informed Mr S that timing chains were covered and that wear and tear was excluded. The ombudsman found that Mr S was given no incorrect or misleading information and that the policy was not mis-sold. The complaint was not upheld and no remedy was ordered.

The Ombudsman's reasoning

The ombudsman listened to the sales call and confirmed that AutoProtect accurately informed Mr S that timing chains were covered under the policy. The ombudsman also confirmed that AutoProtect specifically communicated the wear and tear exclusion to Mr S during the call, and Mr S provided a positive response confirming his understanding. Wear and tear exclusions are common in motor warranties and are not considered unusual or onerous terms requiring special attention. The ombudsman found no evidence of incorrect or misleading information being provided during the sales process.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website