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 DRN5681266
25 Nov 2020 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsurance (excluding PPI)Ms P complains that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) have mishandled her insurance claim. background The details of this complaint are now well known to both parties, so I will not repeat them again here. The relevant details are also set out in my previ... (18 pages)View decision -
Decision Reference DRN8559181
10 Apr 2015 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mrs T complains that Liverpool Victoria Insurance Company Limited (LV) mis-sold her contents insurance policy. As a result, she was underinsured. This means she will not get everything she claimed for following a theft at her home.backgroundMrs T rang LV in June 2013 ... (2 pages)View decision -
Decision Reference DRN-4911136
16 Jul 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4911136 The complaint Mr and Mrs G complain that Accelerant Insurance Europe SA/NV (Accelerant) has sought to reduce settlement of a claim made under their landlord’s building insurance policy. Where I’ve referred to Accelerant, this also includes any communication or action by age... (6 pages)View decision -
Decision Reference DRN-4696068
20 Mar 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4696068 The complaint Mrs V has complained about the amount Watford Insurance Company Europe Limited offered to settle a claim she made on her contents insurance policy. Reference to Watford includes its agents and representatives. What happened The circumstances aren’t in dispute, so ... (5 pages)View decision -
Decision Reference DRN-5888729
31 Oct 2025 The New India Assurance Company Limited Not upheldInsuranceDRN-5888729 The complaint A limited company, which I will refer to as E, complains about the decline of its commercial property insurance claim by The New India Assurance Company Limited. What happened The following is intended only as a summary of the events. Additionally, although oth... (3 pages)View decision -
Decision Reference DRN-4863775
20 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4863775 The complaint Mrs H and Mr H complain that Royal & Sun Alliance Limited delayed in settling their claim for an escape of water at their property and declined to pay the costs they incurred by using a claims management company (CMC). What happened Mrs H and Mr H held a b... (3 pages)View decision -
Decision Reference DRN-5698558
25 Jul 2025 Society of Lloyd's UpheldInsuranceDRN-5698558 The complaint L, a company, represented by its director, in turn represented by a claims management company, “K”, has complained about Society of Lloyd’s (SOL). SOL provides the insurance for L’s property. When L made a fire claim, SOL said L was underinsured and paid only a... (4 pages)View decision -
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 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