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 353 results
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Decision Reference DRN7255510
8 Apr 2014 RCC Insurance Brokers Plc UpheldInsurance (excluding PPI)A, a hotel business, has complained about the advice it received from RCC Insurance Brokers Plc in respect of the sums to be insured under its commercial insurance policy. This complaint arises following a claim for fire damage when it was discovered that A was significantly underinsur... (5 pages)View decision -
Decision Reference DRN-4967606
15 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4967606 The complaint Mr E is unhappy that AXA Insurance UK Plc (AXA) is only covering 71% of a claim made under his landlord building insurance policy. Where I’ve referred to AXA, this also includes actions and communication by agents acting on their behalf. What happened Mr E ow... (4 pages)View decision -
Decision Reference DRN-3951919
2 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3951919 The complaint Mr H complains about his insurer, Ageas Insurance Limited (Ageas) under his home insurance policy. Mr H’s complaint is about how Ageas handled a claim for water damage to his property and contents. Any reference to Ageas in this decision includes their agents. Thi... (4 pages)View decision -
Decision Reference DRN7504196
22 Dec 2015 Millennium Insurance Company Limited UpheldInsurance (excluding PPI)Mr B is unhappy with Millennium Insurance Company Limited’s handling of his storm damage claim under his home insurance policy.backgroundMillennium originally declined Mr B’s claim but after Mr B brought it to this service the claim was upheld and Millennium was required ... (2 pages)View decision -
Decision Reference DRN-4866412
21 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4866412 The complaint Ms B is unhappy with AXA Insurance Plc’s (AXA) handling and settlement of a claim made under her home insurance policy. Where I’ve referred to AXA, this also includes any actions and communication by agents acting on their behalf. What happened Ms B has a home ins... (11 pages)View decision -
Decision Reference DRN-5199867
10 Dec 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5199867 The complaint Mr B complains Accelerant Insurance Europe SA/NV UK Branch (“A”) has declined to settle a buildings insurance claim against his commercial property insurance policy in full. For ease of reading references to Mr B include the actions of his wife and references ... (4 pages)View decision -
Decision Reference DRN2534126
18 Oct 2013 The National Farmers' Union Mutual Insurance Society Limited UpheldInsurance (excluding PPI)Mr E complained about the amount The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) paid in settlement of a claim. backgroundI issued a provisional decision which set out the background to this complaint together with the reasons why I was minded to uphold it in part. A ... (6 pages)View decision -
Decision Reference DRN-5214127
16 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5214127 The complaint Mrs B and Mr B are unhappy with the service provided by AXA Insurance UK Plc (AXA) after making a claim following a flood that damaged their home, outbuilding and contents. Mrs B and Mr B are both parties to this complaint. Mr B has primarily dealt with this s... (6 pages)View decision -
Decision Reference DRN-3069377
27 Sep 2021 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-3069377 The complaint Mr and Mrs F complain that they didn’t receive an adequate settlement from China Taiping Insurance (UK) Co Ltd in respect of their home insurance claim for water damage. The claim was dealt with throughout by the loss adjusters (C) on behalf of China Taiping. What... (5 pages)View decision -
Decision Reference DRN-5253847
7 Feb 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5253847 The complaint E complain that Great Lakes Insurance SE has made an unfair claim decision in relation to a claim made on its commercial property insurance. What happened E owns a commercial site with a number of properties within it. A fire broke out in one of the properties ... (3 pages)View decision
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