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
-
Decision Reference DRN-2188989
18 Sep 2020 Premier Financial Group Limited UpheldInsuranceDRN-2188989The complaintMr and Mrs O are unhappy that Premier Financial Group Limited failed to change theirlandlord insurance to home insurance, resulting in their being unable to claim for anyvaluables stolen when they were burgled.What happenedMr and Mrs O lived in a rented property. Th... (3 pages)View decision -
Decision Reference DRN-4400418
13 Oct 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4400418 The complaint Mr and Mrs B have complained about Mrs B’s let property insurer AXA insurance UK Plc in relation to a claim she made after the property she owns was damaged when persons unknown attempted to convert it into a cannabis factory. What happened Mrs B owns a property w... (7 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 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 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-5727758
31 Jul 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5727758 The complaint D complains that Fairmead Insurance Limited has unfairly declined to provide cover for a claim made on its buildings insurance policy. What happened In June 2023, D notified Fairmead of damage caused to its property, discovered after the tenants had left follow... (9 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-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 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
