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-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-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 DRN-5580750
4 Jun 2025 Society of Lloyd's UpheldInsuranceDRN-5580750 The complaint Mr A via his representative, complains that Society of Lloyds has unfairly handled a claim made on his commercial buildings insurance policy. He feels the claim decision has been delayed and the offer to settle the claim is unfair and too low for the level of ... (4 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-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 DRN-3411987
18 Aug 2022 Ecclesiastical Insurance Office Plc UpheldInsuranceDRN-3411987 The complaint Mrs S is unhappy that Ecclesiastical Insurance Office Plc has avoided her home insurance policy and declined a claim she made. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the key points: Mrs S has been using an independe... (5 pages)View decision -
Decision Reference DRN-5655303
30 Jun 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5655303 The complaint Mrs W complains about how Zurich Insurance Company Ltd responded to her property insurance claim. Zurich’s been represented for the claim at points. For simplicity in places I’ve referred to the representative’s actions as being Zurich’s own. For the same reas... (11 pages)View decision -
Decision Reference DRN-4194210
31 Jul 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4194210 The complaint Mr H1, Mrs H1 and Mr H2 are unhappy that Fairmead Insurance Limited offered a reduced settlement amount for a claim they made on their home insurance policy. As Mr H1 has primarily dealt with things, for simplicity I’ll refer to him only and call him Mr H. Referen... (4 pages)View decision
