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 43 results
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Decision Reference DRN9022450
18 Mar 2016 CIS General Insurance Limited Not upheldInsurance (excluding PPI)Mr C complains that CIS General Insurance Limited (“CIS”) has unfairly and unreasonably declined a claim under his home insurance policy.backgroundMr C had been experiencing an increasing damp problem at his home for a period of time and had undertaken a number of act... (2 pages)View decision -
Decision Reference DRN0669994
10 Nov 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs G complains about the response made by Ageas Insurance Limited to claims she made under her Home insurance policy.background Mrs G thought a leak in the house next to hers had affected a wall in her kitchen. She made a claim for this. She also made a claim fo... (2 pages)View decision -
Decision Reference DRN-3219788
25 Apr 2022 QIC Europe Ltd Not upheldInsuranceDRN-3219788 The complaint Mr M complains that QIC Europe Limited (QIC) declined his two flood damage claims under his buildings insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead I’ll summarise the key points a... (5 pages)View decision -
Decision Reference DRN-2474650
5 Jan 2021 AXA Insurance UK Plc UpheldInsuranceDRN-2474650 The complaint Mr and Mrs P are unhappy with the decision by AXA Insurance UK Plc to decline their home insurance claims for flood damage and cracking of lintels in their property. What happened In March 2019 Mr and Mrs P made a claim to AXA, this was following some particularly... (4 pages)View decision -
Decision Reference DRN-4948332
24 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-4948332 The complaint Mrs S and Mr S complain about Aviva Insurance Limited (“Aviva”) for declining their claim for groundwater flood damage. They want Aviva to accept and settle their claim. What happened Mrs S and Mr S insured their home with Aviva. They live in a flood risk area ... (2 pages)View decision -
Decision Reference DRN-2662128
29 Jun 2021 U K Insurance Limited Not upheldInsuranceDRN-2662128 The complaint A company, which I’ll refer to as H, complains that UK Insurance Limited, trading as NIG, declined a claim made on its commercial property insurance policy. Mr P, who is a director of H, brings the complaint on H’s behalf. What happened A claim was made in 2018 as... (4 pages)View decision -
Decision Reference DRN-4067234
5 Jun 2024 Society of Lloyd's Not upheldInsuranceDRN-4067234 The complaint A company, which I’ll refer to as S, complains that Society of Lloyd's (SOL) unfairly declined its claim for flood damage and business interruption under the policy. For ease of reading, I’ll refer to all comments and actions of S’ representative as being tho... (5 pages)View decision -
Decision Reference DRN9809652
12 Nov 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Miss B & Miss T complain about the way Aviva Insurance Limited has handled a claim made under a buildings insurance policy (for ease I’ll only refer to Miss B in this decision).background Miss B contacted Aviva when she noticed her kitchen floor appeared to have sunk a bit. She wanted ... (3 pages)View decision -
Decision Reference DRN-3093887
11 Nov 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-3093887 The complaint Mr D complains about Royal & Sun Alliance Insurance Plc’s decision to decline his home insurance claim for damage caused by an escape of water. What happened Mr D took out a home insurance with RSA towards the end of October 2020 for a property he was purchasi... (4 pages)View decision -
Decision Reference DRN-2333274
1 Dec 2020 St Andrew's Insurance plc Not upheldInsuranceDRN-2333274 The complaint Mr F and Ms R are unhappy that St Andrew's Insurance Plc has declined their claim for flood or accidental damage to their drainage system. They are represented by a company, N. What happened Mr F and Ms R own a property which is served by a septic tank draina... (4 pages)View decision
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