Somerset Bridge Insurance Services Limited · DRN-6262962

The complaint Mr T has complained about Somerset Bridge Insurance Services Limited. He wasn’t happy about the amount he was charged when he cancelled his motor insurance policy. Any reference to Somerset Bridge includes any agents that it is responsible for unless specified. What happened Mr T was insured with Somerset Bridge and when he called to cancel his policy, he was told that he owed about £150. But Somerset Bridge went on to confirm that he actually owed just over £240 at a later stage. As Mr T didn’t agree he complained to Somerset Bridge about this. It explained that there was a payment due just after he called to cancel the policy which didn’t go through which increased the amount owed. It provided a breakdown of the costs incurred while on cover, the cancellation charge, the admin fee and explained that it had acted fairly here. And although it offered £50 compensation as a gesture of goodwill Mr T remained unhappy and complained to this Service. Our Investigator looked into things for Mr T but didn’t uphold his complaint. Although he could understand Mr T’s position, he didn’t think Somerset Bridge had done anything wrong here in charging the fees outlined in the policy and charging time on cover, especially as it had offered £50 as a gesture of goodwill. But Mr T remained unhappy, so the matter has been passed to me for review. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Having done so I’ve decided to partly uphold this complaint, and I’ve communicated to Somerset Bridge separately about this. I’ll explain why. Although I can understand Mr T’s position and why he feels he should pay a lesser amount I don’t think Somerset Bridge did anything wrong in relation to requesting payment of the outstanding amount. I say this as the administrative and set up fees were clearly outlined to Mr T when he took the policy out, as was the cancellation fee (which is in line with the kind of charges most insurers charge). So, the costs incurred are outlined in the policy terms and conditions and were always due under the policy as was the time on cover. And I note that Mr T has accepted this now our Investigator has explained the position although he still feels he was treated badly here and that Somerset Bridge clearly gave him incorrect information about the costs involved in cancelling the policy at the time of cancellation and I can understand why. I say this as I do accept that Somerset Bridge should have been clearer about the outstanding cost when he called to cancel the policy. And that has led to some inconvenience and loss of expectation for Mr T. Plus, although Somerset Bridge went on to pay Mr T £50 as a gesture goodwill and offered a repayment plan, but it chased Mr T for the outstanding amount and referred this to a debt management company which must have

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been very worrying for Mr T. And given all of this I think the fair and reasonable thing to do, in the particular circumstances of this case, is for Somerset Bridge to pay £100 compensation to Mr T for the stress and inconvenience all this caused him. My final decision It follows, for the reasons given above, that I partly uphold this complaint, and I require Somerset Bridge Insurance Services Limited to pay an additional £100 compensation to Mr T and agree a repayment plan with him. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr T to accept or reject my decision before 28 April 2026. Colin Keegan Ombudsman

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