We haven't been able to replicate the same problem on our system but problems regarding the Key Facts Policy document occur regularly. The following four resons usually explain why the problem occurred:
1 - The customer doesn't realise that the Key Facts page is not the page they proceed on. This page must be closed down before further progress can be made. The proceed button is located on the Moneysupermarket page.
2 - Pop-up blockers on systems do sometimes recognize the Key Facts to be a pop up blocker. This can be resolved by either turning off the pop-up blocker or by holding down the CTRL button when clicking on the link.
3 - With it being a PDF file it wont open on systems which do not have one of the latest versions of Adobe. This has already been identified, but sometimes the icon and message underneath the proceed button go unnoticed.
4 - If the customer has taken a long time to fill out the form, the session may have timed out. If the customer deletes their cookies, refreshes the page then re-opens the Key Facts they usually are able to proceed to payment.
I hope this helps to explain!
Kaye Pimblett, Insuresupermarket.com