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 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 DRN2370689
15 Jul 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)This complaint concerns the amount AXA Insurance UK Plc has offered to settle Mr L’s claim under his commercial buildings insurance policy. Mr L is also unhappy with the time taken to settle the claim and legal costs he has had to pay in pursuit of it.Mr L is a one of four partners i... (3 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-2136060
2 Sep 2020 U K Insurance Limited Not upheldInsuranceDRN-2136060The complaintMr K complains that U K Insurance Limited (UKI) has not fairly settled a claim under hislandlord insurance policy.What happenedI issued a provisional decision explaining why I wasn’t minded to uphold Mr K’s complaint. In that decision I set out the background as fol... (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 -
Decision Reference DRN-3736006
11 Oct 2022 Allianz Insurance Plc Not upheldInsuranceDRN-3736006 The complaint Mr M complains about Allianz Insurance Plc’s handling of a claim made under a Complete Property Owner insurance policy. Mr M also complains about Allianz’s subsequent decision to avoid the policy. All references to Allianz include its appointed agents. What happen... (7 pages)View decision -
Decision Reference DRN4687714
11 Jul 2017 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr B and Ms G complain, via their representative, that AXA Insurance UK Plc has underpaid their claim for the repairs to their building following a flood. They also said AXA’s payment of a disturbance allowance should’ve started from the date when the damage occurred.ba... (2 pages)View decision -
Decision Reference DRN3421662
16 Feb 2015 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mrs K has complained about the sale of her policy by Be Wiser Insurance Services Ltd (“Be Wiser”), a broker. When Mrs K came to make a claim under her insurance policy, she was underinsured and, therefore, her claim has not been met in full. backgroundIn 2010 Mrs K contacted Be Wiser to... (3 pages)View decision -
Decision Reference DRN-3474583
13 May 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3474583 The complaint Mr D and Mr A have complained about Fairmead Insurance Limited as two claims on the policy Mr D holds with it haven’t been accepted or settled, and Fairmead says that if they are, settlement will be proportional because the property is underinsured. I am aware tha... (6 pages)View decision -
Decision Reference DRN-5173993
3 Dec 2024 Wakam UpheldInsuranceDRN-5173993 The complaint Mr E and Miss M complain that when their home was burgled and they made a claim on their household buildings and contents policy Wakam declined the claim and voided their policy from inception. What happened Mr E and Miss M had household buildings and contents ... (5 pages)View decision
