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-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 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 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-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 -
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 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 -
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-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