We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 80 results
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Decision Reference DRN-5038876
1 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5038876 The complaint Mr M is unhappy U K Insurance Limited (UKI) declined his claim, under his motor insurance policy, for rodent damage to his vehicle and have logged it as a fraudulent claim. What happened In December 2023 Mr M discovered mechanical issues with his car. He said ... (6 pages)View decision -
Decision Reference DRN5590670
27 Apr 2018 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M and his representative are unhappy that Aviva Insurance Limited hasn’t covered rodent damage to his car under terms of his motor insurance policy.backgroundMr M says his car was in daily use until it wouldn’t start one day. The garage removed the engine cover a... (2 pages)View decision -
Decision Reference DRN-2916058
8 Jul 2021 Aviva Insurance Limited UpheldInsuranceDRN-2916058 The complaint Mr P complains that Aviva Insurance Limited unfairly declined a claim he made on his motor insurance policy. What happened I issued my provisional decision on this case on 24 June 2021. I planned to uphold the complaint, and I thought that Aviva should pay more c... (5 pages)View decision -
Decision Reference DRN1220611
6 Feb 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr H complains that Aviva Insurance Limited refused to pay for repairs following his claim against his distinct motor insurance policy. His broker, Mr C, is helping him to bring his complaint. backgroundMr H lifted the convertible roof of his car and noticed damage ... (2 pages)View decision -
Decision Reference DRN-2715051
30 Mar 2021 Domestic & General Insurance Plc UpheldInsuranceDRN-2715051 The complaint Mr M complains about how Domestic & General Insurance Plc (DGI) handled and settled a claim he made for a kitchen appliance. What happened On 24 May 2020, Mr M took out a breakdown protection policy with DGI on his gas hob and electric cooker. He told DGI his ... (4 pages)View decision -
Decision Reference DRN-2825594
18 Aug 2021 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-2825594 The complaint Mr P is unhappy with the way that Lloyds Bank General Insurance Limited dealt with his home insurance claim for water damage to his property. What happened In November 2019 Mr P reported a claim to Lloyds following his discovery of a leak in his kitchen. Lloyds ar... (3 pages)View decision -
Decision Reference DRN-5054071
18 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5054071 The complaint Mrs M complains that Aviva Insurance Limited (Aviva) has charged multiple policy excess payments for one claim that she made under her motor insurance policy. What happened Mrs M noticed damage to her car caused by rodents. She made a claim to Aviva, which it ... (4 pages)View decision -
Decision Reference DRN-3160562
15 Nov 2021 ZAVAROVALNICA SAVA, D.D. UpheldInsuranceDRN-3160562 The complaint Mrs R complains that Zavarovalnica Sava DD mishandled her claim on a motor insurance policy. What happened The subject matter of this complaint is an estate car first registered in 2013. Mrs R acquired it in 2016. The car passed an MOT in February 2019. For the y... (6 pages)View decision -
Decision Reference DRN-1823738
26 Jun 2020 British Gas Insurance Limited UpheldInsuranceThe complaint Mrs M complains that British Gas Insurance Limited has turned down a claim she made on her home emergency insurance policy. What happened In November 2017, Mrs M added electrical cover to her home emergency insurance policy. She told British Gas about a fault with her electri... (4 pages)View decision -
Decision Reference DRN-2626221
31 Mar 2021 Astrenska Insurance Limited Not upheldInsuranceDRN-2626221 The complaint Mr R complains that Astrenska Insurance Limited mishandled his claim on a landlord’s home emergency insurance policy. What happened Mr R had a property that he let to a tenant – a young mother with small children. He had a landlord’s home emergency policy for the ... (2 pages)View decision
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