MONY Group Financial Limited · DRN-6242584

The complaint Mr P complains that MONY Group Financial Limited trading as MoneySuperMarket made an error when taking a payment for premiums for a travel insurance policy. What happened Mr P bought a travel insurance policy from MONY. A card payment from Mr P was declined twice, before later being successfully taken. A pending payment was placed on a different card for ten days, temporarily affecting Mr P’s credit limit on that card. Mr P complained to MONY, who said decisions about the approval of transactions are made by the bank. Unhappy, Mr P brought a complaint to the attention of our Service. MONY subsequently paid him £50 compensation as a gesture of goodwill. One of our Investigators looked into what had happened and said he didn’t think MONY needed to do anything more. Mr P didn’t agree with our Investigator’s opinion, so the complaint has now been referred to me to make a decision as the final stage in our process. 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. I’ve taken into account industry rules set out by the regulator, alongside other relevant considerations, when making this final decision. Mr P says he has provided evidence from his bank showing that MONY made the error in this case. I’ve seen no such evidence. But, even if I were to accept that MONY did make a mistake here, I’d still think the payment of £50 which it has made (and which Mr P accepted) is fair and reasonable for the impact of the situation on Mr P. Dealing with financial matters is part of day-to-day life and will inevitably involve an element of inconvenience. While I understand Mr P has spent time trying to resolve this issue, compensation at the level he is seeking simply isn’t something which I’d consider fair or reasonable for what I’m satisfied was a relatively minor administrative error, regardless of which financial business made that error. I’m sorry to disappoint Mr P but I think the payment of £50 compensation which MONY has already made is fair and reasonable for any distress and inconvenience which Mr P experienced in the circumstances, and I won’t be directing it to do anything more. My final decision My final decision is that I don’t uphold Mr P’s complaint. Under the rules of the Financial Ombudsman Service, I’m required to ask Mr P to accept or

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reject my decision before 21 April 2026. Leah Nagle Ombudsman

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