First Central Underwriting Limited · DRN-6227471

The complaint Mr C has complained about First Central Underwriting Limited’s handling of a claim he has made under his motor insurance policy. What happened • At the start of October 2025, Mr C was involved in a motor incident. He made a claim to First Central and said the third-party had accepted fault. • Mr C says he was initially provided with a courtesy car from the third-party insurer (TPI), but this was recalled after 20 days. Mr C complained to First Central. • He was unhappy with delays in validating the claim, no ongoing provision of a courtesy car, miscommunication and the handing of the assessment of his car. • First Central responded to say that they were completing validation checks and so no repairs could be started and that’s why a courtesy car wasn’t provided. • Our Investigator looked into it and thought First Central had caused avoidable delays of approximately two months, and recommended they pay £200 compensation. She didn’t agree with Mr C’s other complaint points. She also noted Mr C had subsequently complained about the claim being declined, what he was being charged and the condition of his returned car. She said these points didn’t fall under the scope of this complaint and would need to be responded to by First Central. • Neither Mr C or First Central accepted the Investigator’s recommendation and so the case has been passed to me to decide. 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 agree with the recommendation of the Investigator. I’ll explain why. I note that Mr C is complaining separately about issues around the claim decision, charges and condition of his car. Firstly, whilst I recognise the inconvenience of this period on Mr C and how difficult it can be without a car (especially in the circumstances Mr C has mentioned), I have to determine if First Central have acted fairly and in line with the policy terms and conditions. I will address each of the complaint points in turn. Delays in validation I agree with the recommendation of the Investigator here. I am reviewing Mr C’s complaint that there were delays in validating the claim.

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Frist Central have evidenced that they were acting quickly and completing validation checks during this period. This included queries and an investigation. However, I do think there was a period of avoidable delay (approximately the middle of November 2025 until the car was moved at the end of December 2025). First Central say they were waiting on the TPI. However, I think this took too long and shouldn’t have prevented a validation decision. I agree that £200 compensation for this period and the impact on Mr C would be fair. Provision of the courtesy car Mr C was initially provided with a courtesy car by the third-party insurer. I note this was recalled after twenty days and Mr C has said this caused significant inconvenience. However, I can only look at the actions of First Central. Mr C’s policy provides for a courtesy car in the event “your car is being repaired by an approved repairer, the insurer will provide you with an alternative car for the duration of repair”. As Mr C’s claim was never validated and repairs didn’t begin, Frist Central were acting fairly and in line with the policy conditions, in not providing a courtesy car. Service issues Mr C has also raised further service issues, but I haven’t seen anything here that would warrant compensation. Mr C has complained his car was moved into storage without asking him. However, I am satisfied the policy allows for this. It says, “The insurer may move your car to safe and free storage. You should remove any personal possessions”. Further, I am satisfied First Central acted fairly in doing so. In an attempt to mitigate costs. I am also satisfied that First Central quickly put right an error where they said Mr C had cancelled his claim. They don’t need to do anything further in regard to this. In summary, First Central should compensate Mr C for some avoidable delays (during the period I can look at) in validating the claim. £200 is fair. My final decision For the reasons I set out above, I uphold this complaint and require First Central Underwriting Limited to pay Mr C £200 compensation. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr C to accept or reject my decision before 23 April 2026. Yoni Smith Ombudsman

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