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 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 DRN9151103
3 Feb 2015 UK Insurance Limited UpheldInsurance (excluding PPI)Mrs F, in her capacity as company secretary of G, has complained about the way U K Insurance Limited (“UKI”) handled and settled G’s claim.backgroundA claim was lodged for damage to a building. After five months the claim was accepted. However, UKI said that the building was underinsured... (3 pages)View decision -
Decision Reference DRN-5270895
5 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5270895 The complaint Mr W complains that Covea Insurance plc (“Covea”) has unfairly settled a claim under his home insurance policy following a burglary. Any reference to Mr W or Covea includes respective agents or representatives. What happened The background of this complaint is ... (5 pages)View decision -
Decision Reference DRN-3988999
27 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3988999 The complaint L, a limited company, complains that QIC Europe Ltd failed to consider its claim correctly under its commercial business protection insurance policy. L is represented by their broker, but I’ve referred to their representative’s submissions as L’s own for ease of r... (3 pages)View decision -
Decision Reference DRN8975653
18 Dec 2015 Countrywide Principal Services Limited UpheldInsurance (excluding PPI)Mr S and Miss H are unhappy with the advice they received from Countrywide Principal Services Limited (“Countrywide”) when they sold them their home contents policy. They want Countrywide to cover any shortfall in a claim they have made.backgroundI’ve looked at Mr S a... (5 pages)View decision -
Decision Reference DRN-5008629
13 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5008629 The complaint Mr Y complains that HDI Global Speciality SE (“HDI”) has unfairly handled a claim made on his residential landlord insurance policy. Any reference to Mr Y or HDI refers to respective agents or representatives. What happened The background of this complaint is w... (4 pages)View decision -
Decision Reference DRN8463318
26 Feb 2020 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Ms K’s home was flooded, and she is unhappy with how her claim was handled andprogressed by her home insurance provider Royal and Sun Alliance Insurance Plc. She also complains that RSA double counted some of her items in an attempt to show that she should have had a higher sum insured and... (6 pages)View decision -
Decision Reference DRN7787318
7 Dec 2017 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mrs W is unhappy that Ageas Insurance Limited (Ageas) hasn’t agreed to pay her claim for damage caused to her property after a fire. She has also complained about information provided during the claims process and the level of cover she had.backgroundMrs W purchased ... (4 pages)View decision -
Decision Reference DRN-5583239
28 May 2025 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-5583239 The complaint Mr S complains that a claim on his commercial property insurance policy was not settled in full because Arthur J. Gallagher Insurance Brokers Limited (“AJG”) failed to provide the correct information to the insurer when the policy was taken out. What happened M... (6 pages)View decision -
Decision Reference DRN-2474947
15 Jan 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2474947 The complaint Ms D and Mr H are unhappy with how AXA Insurance UK Plc dealt with a claim under their home insurance policy. Ms D and Mr H are being represented in this complaint by their own loss assessor. However, for ease, I’ll refer to everyone as Ms D and Mr H. What happene... (11 pages)View decision
