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 368 results
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Decision Reference DRN-2441631
6 May 2021 Fairmead Insurance Limited UpheldInsuranceDRN-2441631 The complaint Mr and Mrs S complain about the way that Fairmead Insurance Limited has handled their home insurance claim for damage caused to their house by a fallen tree. What happened Mr and Mrs S’s home was damaged by a 70ft local authority owned tree, situated on their boun... (6 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-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-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-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 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 DRN1507752
10 Mar 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)This complaint concerns the manner in which UK Insurance Limited and its agents handled Mr and Mrs A’s claim on their home insurance policy. Mr and Mrs A have stated that as a result of the manner in which their claim was handled, they felt that they had no choice other than to appoi... (3 pages)View decision -
Decision Reference DRN-3881473
13 Jan 2023 American International Group UK Limited UpheldInsuranceDRN-3881473 The complaint A company, which I’ll refer to as N, complains about the amount American International Group UK Limited (“AIG”) has offered to pay for a claim made on its commercial insurance policy. Mr and Mrs R bring the complaint on behalf of N. For simplicity, I’ll refer to M... (5 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
