Domestic & General Insurance Plc · DRN-6242448

The complaint Mrs A has complained that Domestic & General Insurance Plc (D&G) haven’t put right an issue caused when one of their engineers was completing a repair under her appliance insurance policy. What happened Mrs A has a policy with D&G that protects her tumble dryer in the event of breakdown or accidental damage. She says she reported an issue in June 2025 and an engineer attended on behalf of D&G to complete a repair. D&G have acknowledged the engineer recorded they had caused some damage to Mrs A’s worktop when completing the repair and they took photos to evidence this. They initially made an offer of £300 as compensation. Mrs A didn’t agree, so the case came to our service for an independent review. Our Investigator felt D&G should do more. He recommended they pay £323 (in line with a quote for worktop replacement Mrs A had provided) as well as £100 for the distress and inconvenience caused. D&G didn’t agree, so the case was passed to me to decide. I issued my provisional findings on 13 March 2026, an extract of which forms part of the decision below. Since the case has been with me, D&G have confirmed that the manufacturer’s insurer had made an offer of £300 to Mrs A for the issue. They have agreed to pay Mrs A the £323 she is seeking, less any amount she has received or is to receive from the manufacturer’s insurer. Mrs A has now agreed to this, and I think it is fair and ensures she isn’t overly compensated. To put Mrs A back in the position she would have been in, but for the error, I also think the labour costs for the replacement worktop should be covered. D&G offered to consider a quote if Mrs A provided one. However, I am mindful of how long this matter has been going on and Mrs A needs to move forward and have the repair completed. I think the fair thing would be for D&G to refund any reasonable labour costs associated with the replacement worktops. On the provision of a clear invoice and breakdown from Mrs A. Mrs A feels she should be paid compensation for the matter too and I agree. The investigator recommended £100, considering the distress and inconvenience caused by the matter. This is instead of the £22.50 already offered. I think £100 is a fair total amount that D&G should pay. Mrs A responded to accept the provisional findings. D&G didn’t respond.

-- 1 of 2 --

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. Neither party responded to my provisional decision, so I have no reason to depart from the findings I set out. Putting things right Domestic & General Insurance Plc should: • Pay Mrs A the £323 for the replacement worktop (less any amount she has received or is confirmed to receive from the manufacturers insurer. • Refund Mrs A any reasonable labour costs associated only with the replacement worktop (on provision of an invoice and breakdown). • Pay Mrs A a total of £100 compensation for the inconvenience caused. My final decision I uphold this complaint and require Domestic & General Insurance Plc to put things right as set out above. Under the rules of the Financial Ombudsman Service, I’m required to ask Mrs A to accept or reject my decision before 20 April 2026. Yoni Smith Ombudsman

-- 2 of 2 --