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-5268548
1 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5268548 The complaint Miss R complains about the way AXA Insurance UK Plc (“AXA”) proportionately settled her claim following a fire at her property, and the distress it’s caused her through its handling of her claim. Any reference in this decision to AXA includes its appointed agen... (7 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-4856613
17 Jun 2024 Financial Management (U.K.) Limited UpheldInsuranceDRN-4856613 The complaint Mr and Mrs G are complaining that Financial Management (U.K.) Limited (trading as Commercial Direct) didn’t provide their insurer with accurate information when arranging a buildings insurance policy for them. They said this meant the insurer subsequently avoided ... (5 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 DRN0177086
13 Oct 2015 UK Insurance Limited UpheldInsurance (excluding PPI)UK Insurance Limited (UKI) refused to pay Mr S’s claim in full.backgroundMr S owned a rental property which he insured with UKI. He made a claim when his tenant accidentally caused a fire. UKI accepted the claim and appointed loss adjusters. The loss adjuster conclude... (4 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 DRN-4089999
16 Oct 2023 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4089999 The complaint Mr E has complained about Liverpool Victoria Insurance Company Limited’s (LV’s) handling of a claim he made under his home insurance policy. What happened There has been extensive background to this complaint which I don’t intend to repeat in full here. Instead, I... (3 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-4611311
14 Feb 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4611311 The complaint Mr L complains that Red Sands Insurance Company (Europe) Limited unfairly declined part of a claim he made under his home insurance policy. Red Sands is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As ... (7 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
