Partially upheld: Goods and services under S75 complaint against Domestic & General Insurance Plc

Decision detail

Summary

Mr H purchased an appliance insurance policy and made a claim for a vacuum part in September 2025. D&G sent the wrong part three times before instructing Mr H to purchase it himself and seek reimbursement. Mr H complained that he lost three days' pay (£140 per day) by staying in to receive the deliveries. D&G paid £10 compensation but did not uphold the complaint. The ombudsman upheld the complaint in part, finding poor customer service but rejecting the lost earnings claim as alternative delivery options were available. The ombudsman ordered D&G to pay an additional £90 compensation (total £100).

The Ombudsman's reasoning

The ombudsman found that while the appliance insurance policy should provide hassle-free repairs as part of the service, D&G failed to meet this standard by sending the wrong part three times. This constituted poor customer service warranting compensation. However, the ombudsman rejected the lost earnings claim because the courier notifications clearly showed alternative delivery options (neighbour delivery, safe places, lockers, shops) were available to Mr H, meaning he was not required to stay in all day. The initial £10 compensation was insufficient given the trouble and upset caused, and £100 total compensation was deemed reasonable and in line with FOS compensation guidelines.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website