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
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Decision Reference DRN-3197699
31 Dec 2021 U K Insurance Limited UpheldInsuranceDRN-3197699 The complaint Mr and Mrs C complain about the way UK Insurance Limited trading as Direct Line (“UKI”) has handled their claim for subsidence under their landlord insurance policy. What happened Mr and Mrs C first became aware of the subsidence when internal cracks were discover... (3 pages)View decision -
Decision Reference DRN1090282
3 Mar 2021 AXA Insurance UK Plc UpheldInsurance (excluding PPI)A company which I’ll refer to as “B”, complains that AXA Insurance UK Plc (“AXA”) has declined a claim made against its commercial property insurance policy. Mr S is a director of B and brings the complaint on B’s behalf. background B owned a property comprised of a large detached house wh... (3 pages)View decision -
Decision Reference DRN-4571085
5 Mar 2025 Great Lakes Insurance SE UpheldInsuranceDRN-4571085 The complaint Mr V complains Great Lakes Insurance SE settled his buildings insurance claim unfairly. Great Lakes’ been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Great Lakes’ own. For the same reason I’... (11 pages)View decision -
Decision Reference DRN-3976074
17 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-3976074 The complaint Miss M complained about how Ageas Insurance Limited trading as Ageas (‘Ageas’) settled a claim under a contents insurance policy. What happened Miss M contacted Ageas to make a claim for fire damage to her home contents. Ageas accepted the claim. It arranged for M... (2 pages)View decision -
Decision Reference DRN-3093144
2 Nov 2021 Ecclesiastical Insurance Office Plc UpheldInsuranceDRN-3093144 The complaint H complains that Ecclesiastical Insurance Office Plc (“EIO”) has unfairly declined a claim it made under a charity and community connect insurance policy. H is a non-profit organisation. Any reference to H or EIO includes its respective agents or representatives. ... (4 pages)View decision -
Decision Reference DRN1053286
11 Feb 2016 Aviva Insurance Limited UpheldInsurance (excluding PPI)T’s complaint is about Aviva Insurance Limited declining its claim for fire damage and voiding its Property Owners Insurance Policy (that is, treating the policy as if it had never been entered into). backgroundThe owners of a family business arranged for several buildi... (3 pages)View decision -
Decision Reference DRN-5296077
7 Apr 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5296077 The complaint Mr P is unhappy that Haven Insurance Company Limited refused to fully settle a claim he made, following an escape of water. What happened Mr P held a home insurance policy with Haven which was incepted in February 2022. In January 2024, Mr P’s property suffered... (6 pages)View decision -
Decision Reference DRN-4018146
22 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-4018146 The complaint Mr L has complained about his let property insurer QIC Europe Ltd in reference to the settlement it has offered to him for his fire damage claim. What happened Mr L’s property suffered a fire in April 2020. He made a claim and QIC began investigating it. It had so... (7 pages)View decision -
Decision Reference DRN-4660846
8 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-4660846 The complaint Mr R has complained on behalf of F, a limited company, about the amount Aviva Insurance Limited has offered to settle a claim made on their buildings insurance policy. Reference to Aviva includes its representatives and agents. What happened The circumstances... (6 pages)View decision -
Decision Reference DRN2342914
28 Jun 2013 Zurich Insurance PLC UpheldInsurance (excluding PPI)Delays occurred in dealing with a claim for damage caused by subsidence.backgroundBy May 2003 a tree owned by the local authority had been identified as responsible for the damage and its removal was recommended. Zurich Insurance PLC’s loss adjusters contacted the local authority abou... (6 pages)View decision
