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
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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 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-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 -
Decision Reference DRN-3719304
13 Oct 2022 Society of Lloyd's UpheldInsuranceDRN-3719304 The complaint Mr P complains that Society of Lloyd's has unfairly settled his claim on his residential let insurance. What happened Mr P had insurance for a property he owns and rents out that is underwritten by Lloyd’s. He took out the policy through a broker. In June 202... (4 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 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 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 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
