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 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-5321732
11 Feb 2025 Avantia Insurance Limited UpheldInsuranceDRN-5321732 The complaint Mr and Mrs M complain that Avantia Insurance Limited (Avantia) provided unclear information during the sale of a home insurance policy which resulted in the settlement of a claim being reduced by the insurer. What happened Mr and Mrs M have a home insurance po... (5 pages)View decision -
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 DRN8443776
3 Jun 2019 Public Loss Adjusting Group Ltd Not upheldInsurance (excluding PPI)Ms E and Mr N complain about the way that Public Loss Adjusting Group Ltd (PLA) dealt with the management of their insurance claim for fire damage to their home.backgroundIn October 2016 Ms E and Mr N unfortunately had a fire at their home while they were away. W... (7 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 -
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 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 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 DRN-3936735
3 Feb 2023 Kingsway Insurance Services Ltd UpheldInsuranceDRN-3936735 The complaint Mrs M has complained about Kingsway Insurance Services Ltd (KIS). She isn’t happy about the way it sold her a commercial property insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows; Mrs M re... (5 pages)View decision -
Decision Reference DRN-3814871
18 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3814871 The complaint Ms T is unhappy with the way in which AXA Insurance UK Plc dealt with a claim she made under her home insurance policy. Specifically, she is concerned that it initially declined her claim. And then when AXA did accept it, Ms T considers the settlement offer provid... (4 pages)View decision
