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 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 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-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 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 DRN5025558
27 Mar 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr and Mrs C are unhappy that Tesco Underwriting Limited declined their theft claim and voided their policy following the discovery that Mr and Mrs C were under-insured. In addition, Tesco have asked for payment for the costs it incurred in employing a loss adjuster to consider the cl... (5 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 -
Decision Reference DRN7602877
15 Feb 2018 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr H’s complaint is about a claim he made under his Liverpool Victoria Insurance Company Limited (LV) commercial insurance policy. He is unhappy with the service he received and because LV has reduced the claim settlement amount because of underinsurance. He would als... (4 pages)View decision -
Decision Reference DRN-3902624
20 Feb 2023 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-3902624 The complaint Mr L and Mrs L complain about their broker, Advisory Insurance Brokers Limited (AIB). Their complaint is about the rebuild value of their property under their home insurance policy being less than it should have been, meaning they were underinsured. They believe A... (3 pages)View decision -
Decision Reference DRN-4298770
1 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4298770 The complaint Mr and Mrs P complain about how Royal & Sun Alliance Insurance Limited (‘RSA’) settled their home insurance claim. RSA are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As RSA accept they are... (5 pages)View decision
