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 410 results
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Decision Reference DRN-2867636
2 Jul 2021 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-2867636 The complaint Miss T has complained about Ocaso SA, Compania de Seguros y Reaseguros’s decision to pay only part of a claim she made for storm damage under her buildings insurance policy. What happened Miss T bought a buildings insurance policy with the insure Ocaso through a b... (3 pages)View decision -
Decision Reference DRN0919343
31 Jan 2014 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr A has complained about the handling of his claim for subsidence damage by Zurich Insurance PLC under his home insurance policy.backgroundAfter Mr A submitted his claim, Zurich appointed a loss adjuster to visit the property and investigate the damage. The loss adjuster considere... (4 pages)View decision -
Decision Reference DRN-4043950
23 Mar 2023 esure Insurance Limited UpheldInsuranceDRN-4043950 The complaint The estate of Mrs B, represented by its executor, Ms W, has complained about esure Insurance Limited (Esure). Esure, following claims made for buildings and contents items stolen and damaged during a burglary, declined liability for the claims on the basis the pro... (7 pages)View decision -
Decision Reference DRN-6046426
30 Dec 2025 Hadron UK Insurance Company Limited UpheldInsuranceDRN-6046426 The complaint Mrs D has complained that Hadron UK Insurance Company Limited (“Hadron”) has dealt unfairly with a claim made following fire damage to her property. Mrs D has been represented in this complaint. For ease, I’ll refer to the representative’s comments as Mrs D’s o... (5 pages)View decision -
Decision Reference DRN-4678432
14 Mar 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-4678432 The complaint Mr and Mrs M complain HCC International Insurance Company Plc trading as Tokio Marine HCC (HCC) didn’t settle their claim in full under the buildings section of their unoccupied residential property insurance policy due to underinsurance. What happened The facts i... (10 pages)View decision -
Decision Reference DRN9679139
9 Oct 2013 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Following a fire in an adjoining property, the handling and settlement by Zurich Insurance PLC of the claim that was made by Ms R under her Shop insurance was slow, inefficient and dishonest.background I issued a provisional decision in August 2013. An extract is attached and forms part... (6 pages)View decision -
Decision Reference DRN-4771444
30 Apr 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4771444 The complaint R – a business – is unhappy that Zurich Insurance Plc reduced the amount it paid for a claim R made on its commercial property insurance policy following damage caused by a storm. What happened The details of this complaint are well known to both parties, so I wil... (10 pages)View decision -
Decision Reference DRN-3811572
24 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3811572 The complaint Mr and Mrs S have complained that AXA Insurance UK Plc have paid less in settlement of their claim under their home insurance policy than they should have done. Mr and Mrs S also complained to AXA about some delays on their part in making payments to them, but I u... (3 pages)View decision -
Decision Reference DRN-5799213
5 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5799213 The complaint A limited company, which I will refer to as S, complains about the handling of and decision made on its commercial property insurance claim, by AXA Insurance UK Plc. What happened The parties are aware of the circumstances leading to this point, so the followin... (7 pages)View decision -
Decision Reference DRN7359231
10 Feb 2014 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr C has complained about the way AXA Insurance UK Plc has dealt with his claim under his home contents policy following a fire at his property in June 2010.backgroundI issued a provisional decision in this case in December 2013. That provisional decision stated the following:-backgroun... (9 pages)View decision