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 DRN0590655
10 Sep 2014 Millennium Insurance Company Limited UpheldInsurance (excluding PPI)Mrs D has complained about Millennium Insurance Company Limited’s settlement of her theft claim made on her home insurance policy. She is also dissatisfied with how long the claim took to reach settlement.backgroundMrs D suffered a burglary at her home and made a claim to Millennium; ... (6 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-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 -
Decision Reference DRN-4386544
18 Dec 2023 Covea Insurance plc UpheldInsuranceDRN-4386544 The complaint Mr and Mrs S complain Covea Insurance Plc has handled their home insurance claim poorly. What happened In May 2022 Mr and Mrs S’ house suffered significant fire damage. They claimed against their Covea home insurance policy. Covea accepted the claim including liab... (5 pages)View decision -
Decision Reference DRN-4513813
17 Jan 2024 Allianz Insurance Plc UpheldInsuranceDRN-4513813 The complaint Dr C and Ms F complain about how Allianz Insurance Plc has handled and attempted to settle their claim for subsidence on their home insurance policy. What happened Dr C and Ms F bought their home in 1995. At this time they took out home insurance with an insurer t... (12 pages)View decision -
Decision Reference DRN8843271
17 Jul 2014 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr and Mrs H are unhappy with the handling of their claim by The Society of Lloyd’s (“SOL”) for theft from their home and, in particular, the settlement sum offered.backgroundMr and Mrs H suffered a burglary at their home. A large amount of jewellery and cash, as well as some electron... (5 pages)View decision -
Decision Reference DRN-3483988
31 May 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3483988 The complaint Ms C and Mr C complain about Admiral Insurance Company Limited’s handling of a claim under their home insurance policy after a fire at their house. What happened Ms C and Mr C have a home insurance policy with Admiral which covers their contents and buildings amon... (5 pages)View decision -
Decision Reference DRN-4519039
17 Dec 2023 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4519039 The complaint Mr C complains Chaucer Insurance Company Designated Activity Company (Chaucer) delayed settling a fire damage claim under a Let Property insurance policy. What happened I issued a provisional decision on 20 November 2023 which set out the following: ‘What I’ve pro... (4 pages)View decision -
Decision Reference DRN-4309672
4 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4309672 The complaint Mrs S has complained about Accredited Insurance (Europe) Limited (Accredited’s) handling of a claim she made under her buildings insurance policy for subsidence damage to her home. What happened Mrs S made a claim for cracking damage to the garage building at her ... (4 pages)View decision -
Decision Reference DRN-4227099
20 Jul 2023 Brightside Insurance Services Limited Not upheldInsuranceDRN-4227099 The complaint Mr P complains about the service provided by Brightside Insurance Services Limited (“BISL”) when selling him an insurance policy. What happened Mr P owns a property that he lets out. He uses BISL as a broker to obtain insurance for the property. In 2022 the policy... (3 pages)View decision
