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 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 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 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-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 DRN1867051
3 Feb 2016 Aviva Insurance Limited UpheldInsurance (excluding PPI)Ms M’s complaint is about Aviva Insurance Limited’s handling of her claim for damage froman escape of water under her Home Insurance Policy.backgroundMs M’s home suffered an escape of foul water from a neighbouring property. After some time investigating the claim, A... (2 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-3673809
30 Aug 2022 Xbridge Limited Not upheldInsuranceDRN-3673809 The complaint Mrs K complains that Xbridge Limited trading as Simply Business (“SB”) as her broker failed to give her clear advice about a residential landlord insurance policy which led to a claim being proportionately settled. Any reference to Mrs K or SB includes respective ... (3 pages)View decision -
Decision Reference DRN5388961
19 Oct 2015 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsurance (excluding PPI)Mr R doesn’t think Ocaso SA, Compania de Seguros y Reaseguros (Ocaso) has made him a fair settlement offer for his claim under his buildings insurance policy. He has also complained about the poor handling of his claim.backgroundMr R made a claim to Ocaso after he no... (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 -
Decision Reference DRN-3786027
2 Nov 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3786027 The complaint Mr H and Mrs P complain that Axa Insurance UK Plc (Axa) have proportionally settled their claim under their home insurance policy following a fire at their property. For ease of reference I’ve referred to Mr H throughout as he is authorised to deal with this compl... (4 pages)View decision
