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-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 -
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 DRN-3079097
30 Sep 2021 Fairmead Insurance Limited UpheldInsuranceDRN-3079097 The complaint Mr and Mrs E’s complaint is about the handling of a claim they made on their home insurance policy with Fairmead Insurance Limited. They are unhappy about how long the claim for fire damage to their home has taken. I will refer to all actions taken by the various ... (6 pages)View decision -
Decision Reference DRN-2668058
12 Aug 2021 Amtrust Europe Limited UpheldInsuranceDRN-2668058 The complaint Mr and Mrs S complain about Amtrust Europe Limited’s settlement and handling of their landlord’s insurance claim for damage to their garage caused by a falling tree What happened In November 2019 a tree in an adjoining sports club came down in a storm on a row of ... (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 DRN-3304376
31 Mar 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3304376 The complaint Mr and Mrs G are unhappy with how AXA Insurance UK Plc (‘AXA’) dealt with a claim they made on their home insurance policy. They say AXA has only offered to proportionately settle the buildings part of this claim. AXA are the underwriters of this insurance policy.... (6 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-4249637
17 Jul 2023 QIC Europe Ltd UpheldInsuranceDRN-4249637 The complaint Mr and Mrs B complained about the unfair settlement they felt QIC Europe Ltd (“QIC”) provided under their policy after a fire at their home. Mr and Mrs B had representation during the claim, but for ease and simplicity, I’ll generally only refer to Mr and Mrs B. W... (4 pages)View decision -
Decision Reference DRN-4070642
6 Jul 2023 QIC Europe Ltd Not upheldInsuranceDRN-4070642 The complaint Miss G is unhappy with the way QIC Europe Limited handled her claim after her home was damaged by fire. Miss G’s loss assessor handled the claim on her behalf. For ease of reading, I’ll refer only to Miss G throughout my decision, but any reference to her actions ... (4 pages)View decision -
Decision Reference DRN0186160
14 Jan 2016 Millennium Insurance Company Limited Not upheldInsurance (excluding PPI)Mr B is unhappy that Millennium Insurance Company Limited reduced his storm damage claim settlement under his home insurance policy due to underinsurance.backgroundMillennium accepted Mr B’s claim but said that it had calculated the rebuilding cost of the property and this... (2 pages)View decision
