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-4682884
14 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4682884 The complaint Mrs T complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly avoided her home insurance policy and declined her claim after her home was burgled. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the action... (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-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 -
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-3470225
31 May 2022 U K Insurance Limited Not upheldInsuranceDRN-3470225 The complaint W complains about the way UK Insurance Limited (trading as Direct Line) has proposed to settle a claim it made on his commercial property insurance policy. W is being represented in bringing this complaint by Mr S, on behalf of the director of W. But for ease I’ve... (4 pages)View decision -
Decision Reference DRN-4552622
15 Feb 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4552622 The complaint Ms J has complained about her commercial property insurer Arch Insurance (UK) Limited regarding claims she made following water damage during storms. What happened Ms J made claims to Arch. She wasn’t happy with how they progressed and made a complaint to the Fina... (7 pages)View decision -
Decision Reference DRN7570350
30 Mar 2016 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr D complains about the settlement he was offered by Society of Lloyd’s (“Lloyd’s”) following a claim on his buildings insurance policy.backgroundMr D’s original claim under his buildings insurance was for an escape of water in December 2010. That claim subsequently t... (5 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-1102565
2 Sep 2020 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-1102565The complaintMr P is unhappy that Royal & Sun Alliance Insurance Plc (RSA) has declined his home insurance claim for theft following a burglary, and voided his policy from the point of last renewal (treated it as though it hadn’t existed from then on) for underinsurance. Wha... (3 pages)View decision -
Decision Reference DRN0181466
9 Feb 2016 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr W is unhappy that Allianz Insurance Plc has reduced its proposed pay-out for his claim for subsidence under his commercial buildings policy, due to underinsurance.backgroundMr W made a claim to Allianz for subsidence damage at his property following the discovery o... (2 pages)View decision
