Not upheld: Account administration errors complaint against Somerset Bridge Insurance Services Limited trading as Go Skippy

Decision detail

Summary

Mr M complained that Somerset Bridge lost control of his personal data when he uploaded his driving licence for motor insurance policy validation in October 2025. The document became stuck in an internal suspended queue, leading Somerset Bridge to contact him requesting resubmission and threatening policy cancellation. Mr M raised concerns about data security and the lawful processing of his personal data. Somerset Bridge located the document in mid-November 2025, clarified no data breach had occurred, and awarded £60 compensation. The ombudsman found no evidence of a data breach as the document remained within Somerset Bridge's internal systems and did not uphold the complaint, finding the compensation fair and reasonable.

The Ombudsman's reasoning

The ombudsman acknowledged Mr M's concerns about data security and the inconvenience caused by having to resubmit documents. However, the key finding was that although the document was lost in a protected queue, it remained within Somerset Bridge's own internal IT systems and was subsequently located. There was no evidence of mishandling or the data going outside the firm's system. The ombudsman concluded the £60 compensation was fair and reasonable for the inconvenience and distress caused.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website