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 396 results
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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 DRN1931757
16 Mar 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G are unhappy with the deduction for under-insurance Aviva Insurance Limited (“Aviva”) has made on its cash settlement of their buildings claim.backgroundI’ve attached my second provisional decision from February 2016. It forms part of this final decision. In... (3 pages)View decision -
Decision Reference DRN-5732312
16 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5732312 The complaint Mr B and Miss G complain that AXA Insurance UK Plc (“AXA”) has unfairly handled a claim under their buildings insurance policy. Any reference to Mr B and Miss G includes respective agents or representatives. What happened The background of this complaint is wel... (4 pages)View decision -
Decision Reference DRN-5488350
22 Apr 2025 Cia Insurance Services Limited UpheldInsuranceDRN-5488350 The complaint Mr and Mrs A complain that Cia Insurance Service Limited mis-sold them a buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr and Mrs A took out buildings insurance for a rent... (5 pages)View decision -
Decision Reference DRN-5874512
10 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5874512 The complaint Mr C and Mrs C complain that AXA Insurance UK Plc (“AXA”) has unfairly settled a claim in relation to their home insurance policy following a fire. Any reference to Mr C and Mrs C, and AXA, includes respective agents and representatives. What happened The backg... (6 pages)View decision -
Decision Reference DRN3849035
5 Apr 2016 Allianz Insurance Plc UpheldInsurance (excluding PPI)T’s complaint is about the way Allianz Insurance Plc handled and settled its claim for fire damage under its Complete Property Owner policy. backgroundA fire caused extensive damage to T’s premises. When T claimed it became clear that it was underinsured under its buildi... (2 pages)View decision -
Decision Reference DRN-5187946
10 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5187946 The complaint Mr D has complained about his let property insurer AXA Insurance UK Plc regarding a claim he made when his property was damaged by fire. AXA has used agents to handle the claim and complaint on its behalf. The agents act on behalf of AXA and AXA’s responsible ... (5 pages)View decision -
Decision Reference DRN-4412235
20 Oct 2023 Ageas Insurance Limited UpheldInsuranceDRN-4412235 The complaint Mrs C has complained about her property insurer Ageas Insurance Limited regarding a claim she made when her home was flooded and it said she was under insured. What happened Mrs C’s property was flooded in October 2021. Ageas appointed a loss adjuster who visited ... (5 pages)View decision -
Decision Reference DRN-2885231
20 Jul 2021 Aon UK Limited Not upheldInsuranceDRN-2885231 The complaint H complains that AON UK Limited (AON) didn’t act on its request to increase the buildings sum insured for its commercial property. Mrs S brought the complaint on behalf of H, and AON was the broker arranging the insurance on H’s behalf. What happened H had buildi... (3 pages)View decision -
Decision Reference DRN6633115
8 Jan 2020 Millennium Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs P complain that Millennium Insurance Company Limited didn’t settle their claim in full under their buildings insurance because, it said, they were underinsured.backgroundI attach a copy of the provisional decision I sent to the parties on 17 December 2019. In that decision I exp... (5 pages)View decision
