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 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-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 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 -
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-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-5923635
27 Nov 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5923635 The complaint Mr M’s complained about the way AmTrust Specialty Limited dealt with the claim he made after his house suffered storm damage. What happened In late summer 2024, Mr M reports that his house suffered damage following a storm, which allowed water to enter. So he ... (3 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-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-5747453
12 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5747453 The complaint Mr and Mrs T complain AXA Insurance UK Plc didn’t settle a claim for fire damage against their home insurance policy fairly. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair ... (3 pages)View decision