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 DRN3122712
9 Mar 2015 Safe&Secure Insurance Services Ltd UpheldInsurance (excluding PPI)Mr G complains about the sale of his buildings insurance policy by Safe&Secure Insurance Services Ltd. backgroundMr G purchased a new property (“Z”) in 2011 on a buy-to-let basis for £63,000 and contacted Safe&Secure to set up a buildings insurance policy on his behalf. Safe&... (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 DRN9592187
17 Jul 2014 Swinton Group Ltd Not upheldInsurance (excluding PPI)Mr B complains that Swinton Group Ltd advised him to take out building insurance with asum insured of £100,000 and told him that this was sufficient. He later made a claim on hisinsurance and discovered that the cover was insufficient.backgroundIn 2010, Mr B took out household insuranc... (3 pages)View decision -
Decision Reference DRN8559181
10 Apr 2015 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mrs T complains that Liverpool Victoria Insurance Company Limited (LV) mis-sold her contents insurance policy. As a result, she was underinsured. This means she will not get everything she claimed for following a theft at her home.backgroundMrs T rang LV in June 2013 ... (2 pages)View decision -
Decision Reference DRN0683391
13 Nov 2018 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr C believes that Society of Lloyd’s (SOL), the commercial premises insurer of his property which comprised two let flats, a shop and a mechanic’s garage, mis-handled his fire claim which resulted in him incurring substantial financial losses.backgroundIn May 2016 Mr C... (13 pages)View decision -
Decision Reference DRN5681266
25 Nov 2020 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Ms P complains that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) have mishandled her insurance claim. background The details of this complaint are now well known to both parties, so I will not repeat them again here. The relevant details are also set out in my previ... (18 pages)View decision -
Decision Reference DRN2784392
28 Nov 2013 Legal & General Insurance Limited Not upheldInsurance (excluding PPI)Mrs N is unhappy as Legal & General Insurance Limited (L&G) has voided her home insurance policy and subsequently her claim for items stolen from her home has not been covered. L&G has voided the policy and returned the premiums on the basis that Mrs N has substantially u... (3 pages)View decision -
Decision Reference DRN-4911136
16 Jul 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4911136 The complaint Mr and Mrs G complain that Accelerant Insurance Europe SA/NV (Accelerant) has sought to reduce settlement of a claim made under their landlord’s building insurance policy. Where I’ve referred to Accelerant, this also includes any communication or action by age... (6 pages)View decision -
Decision Reference DRN-4632983
20 Feb 2024 Insurance Factory Ltd UpheldInsuranceDRN-4632983 The complaint B, a company, complains that Insurance Factory Ltd trading as Insurance Choice (‘Insurance Factory’) mis-sold a commercial insurance policy. B is represented by Mr and Mrs S. What happened B holds a commercial policy with an insurer that had been arranged by Insur... (3 pages)View decision -
Decision Reference DRN-4850471
16 Jun 2024 Ace Insurance Services Group Ltd UpheldInsuranceDRN-4850471 The complaint Mr D and Mrs D complain that Ace Insurance Services Group Ltd (“Ace Insurance”) mis-sold them their home insurance policy. Mrs D has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actions taken, or com... (7 pages)View decision
