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 381 results
-
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 -
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-5494761
27 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5494761 The complaint Mr W complains about U K Insurance Limited trading as NIG’s settlement of a claim made under his farm insurance policy after a storm caused damage to his home and farm buildings. What happened The background to this complaint is well known to both parties, so I... (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 DRN-5434522
11 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5434522 The complaint Mrs P complains that Liverpool Victoria Insurance Company Limited (LV) avoided her home insurance policy, and declined her claim, following her home being burgled. Reference to Mrs P and LV includes their respective agents and/or representatives. What happene... (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-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 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 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-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
