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 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 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-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-4055985
30 Mar 2023 Aviva Insurance Limited Not upheldInsuranceDRN-4055985 The complaint G complains about the settlement offered by Aviva Insurance Limited after a claim on its property insurance policy following a fire at a property it owns. Mr B is the director of G and has brought the complaint on its behalf. Throughout this complaint Mr B has bee... (7 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 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 DRN-4479716
27 Nov 2023 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-4479716 The complaint Mr and Mrs H complain that ERGO Versicherung Aktiengesellschaft hasn’t accepted their holiday home insurance claim in full due to underinsurance. They also complain about ERGO’s handling of their claim. What happened Mr and Mrs H hold a holiday home insurance poli... (3 pages)View decision -
Decision Reference DRN-4696068
20 Mar 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4696068 The complaint Mrs V has complained about the amount Watford Insurance Company Europe Limited offered to settle a claim she made on her contents insurance policy. Reference to Watford includes its agents and representatives. What happened The circumstances aren’t in dispute, so ... (5 pages)View decision -
Decision Reference DRN-5698558
25 Jul 2025 Society of Lloyd's UpheldInsuranceDRN-5698558 The complaint L, a company, represented by its director, in turn represented by a claims management company, “K”, has complained about Society of Lloyd’s (SOL). SOL provides the insurance for L’s property. When L made a fire claim, SOL said L was underinsured and paid only a... (4 pages)View decision -
Decision Reference DRN-4863775
20 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4863775 The complaint Mrs H and Mr H complain that Royal & Sun Alliance Limited delayed in settling their claim for an escape of water at their property and declined to pay the costs they incurred by using a claims management company (CMC). What happened Mrs H and Mr H held a b... (3 pages)View decision
