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-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-5057919
2 Oct 2024 Covea Insurance plc UpheldInsuranceDRN-5057919 The complaint Mrs H complains that Covea Insurance plc have voided her policy and declined her claim following a burglary What happened Mrs H took out a buildings and contents policy with Covea through a comparison website in 2021 and renewed it in 2022. In January 2023 Mrs... (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 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 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 -
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 DRN7224217
15 Jan 2016 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mr and Mrs H complain that Society of Lloyd’s (SOL) reduced the settlement of their fire claim under their home insurance policy for underinsurance.backgroundMr and Mrs H had home insurance with SOL and made a claim when their home was damaged by a fire. The loss ... (2 pages)View decision -
Decision Reference DRN-4398988
13 Oct 2023 AXA Insurance UK Plc Not upheldInsuranceDRN-4398988 The complaint X complains about AXA Insurance UK Plc’s (AXA) handling of a subsidence claim made under a block insurance policy which covers a property they rent out. X says AXA’s poor service and claim handling has resulted in financial losses, including loss of rental income.... (11 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 DRN2573116
30 Nov 2015 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs G complain about the settlement of their burglary claim by Royal & Sun Alliance Insurance Plc (RSA).backgroundMr and Mrs G had home insurance on a rental property they owned. In 2014, they made a claim for damage caused when the property was broken int... (3 pages)View decision
