Which? response to the Financial Conduct Authority fine for poor complaints handling of mobile phone insurance

The Financial Conduct Authority has fined Policy Administration Services Ltd (PAS) for poor complaints handling of mobile phone insurance policies sold by Phones 4u. In response Which? executive director, Richard Lloyd, said:

“It’s good to see the Financial Conduct Authority stepping up their action against companies that are failing to deal with consumer complaints about mobile phone insurance. Too often mobile phone insurers are relying on technicalities buried in the small print to reject legitimate claims. There must be substantial fines to act as a proper deterrent, along with strong action against individuals who have broken the rules.

“Any consumer who thinks their complaint was not handled correctly should first resubmit their complaint and then take it to the Financial Ombudsman Service if they are not happy with the response.”

Statement