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 25 results
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Decision Reference DRN-1525903
31 Jan 2020 Ageas Insurance Limited UpheldInsuranceDRN-1525903 The complaintMs B complains that Ageas Insurance Limited have declined part of her claim following an escape of water at her home. What happenedMs B had a home insurance policy with Ageas. In mid 2018 she came home from a holiday to find an under-floor pipe had leaked causing w... (3 pages)View decision -
Decision Reference DRN5813467
22 Apr 2013 London and Edinburgh Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B’s complaint is that London and Edinburgh Insurance Company Limited (“London and Edinburgh”) only accepted part of his claim following an escape of water.background In September 2009, Mr B lodged a claim with London and Edinburgh under his home insurance policy following an escape ... (5 pages)View decision -
Decision Reference DRN5372253
27 Feb 2015 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr and Mrs M have complained about the decision by AXA Insurance UK Plc to decline a claim made under their buildings insurance policy.backgroundThe circumstances of this complaint were set out in my provisional decision dated 14 January 2015, a copy of which is attached and forms par... (4 pages)View decision -
Decision Reference DRN-3491819
20 May 2022 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-3491819 The complaint Mr W complains about Lloyds Bank General Insurance’s decision to decline his claim for an escape of water under his buildings insurance policy. What happened Mr W noticed a damp section of carpet in his living room. He says he pulled up the carpet and found it was... (5 pages)View decision -
Decision Reference DRN0196521
24 Apr 2020 QIC Europe Ltd Not upheldInsurance (excluding PPI)Mr and Mrs M say QIC Europe Ltd (QIC) has unreasonably declined their claim on their home insurance for water damage. They’re also unhappy with how QIC has communicated with them.backgroundMr and Mrs M say they noticed damp on their dining room wall in May 2018. They say they monitored it ... (4 pages)View decision -
Decision Reference DRN-3387997
22 Mar 2022 Ageas Insurance Limited UpheldInsuranceDRN-3387997 The complaint Mr S and Mrs B complain about the unfair treatment of their claim for a crack in the flooring and a leak, on their late father’s policy with Ageas Insurance Limited. What happened I sent the parties my provisional decision in February 2022, in which I set out the ... (4 pages)View decision -
Decision Reference DRN9464001
1 Jun 2020 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs B and R complain that Allianz Insurance Plc has declined their commercial property insurance claim for damage caused by an escape of water.backgroundMr and Mrs B were leaseholders of a flat in a block managed by R. R is the policyholder of the property owners’ commercial buildin... (2 pages)View decision -
Decision Reference DRN-2954606
20 Aug 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2954606 The complaint Mrs D complains that Royal & Sun Alliance Insurance Plc (RSA) has unfairly declined a claim she’s made on her buildings insurance policy. What happened Mrs D has a building insurance policy branded with the name of a high street financial institution. The poli... (3 pages)View decision -
Decision Reference DRN1472497
2 Aug 2018 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Miss M complains St Andrew’s Insurance Plc (“St Andrew’s”) have unfairly handled a claim under her buildings insurance policy. background Miss M bought her property around 2010. She had a survey completed which said she had existing damp in the property. So in 2010 Miss... (5 pages)View decision -
Decision Reference DRN-2003759
11 Aug 2020 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-2003759The complaintMr and Mrs E complain about how Admiral Insurance (Gibraltar) Limited dealt with their claim following an escape of water in their home. What happenedMr and Mrs E have household buildings and contents insurance with Admiral. On 16 September 2019 Mrs E contacted Admi... (5 pages)View decision
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