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 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 DRN4360636
24 Mar 2018 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr L complains on behalf of his business that AXA Insurance UK Plc hasn’t fully compensated him under his landlord building insurance policy for loss of rent following a fire at his property which he lets out.backgroundA fire in April 2015 was notified to AXA t... (2 pages)View decision -
Decision Reference DRN-5388717
31 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5388717 The complaint The estate of Mrs C complains about the way Aviva Insurance Limited handled claims made on a commercial property insurance policy. The estate is being represented in bringing this complaint by its executors, with Mr C being the main correspondent. They have al... (4 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 DRN-2770401
14 May 2021 Jelf Insurance Brokers Limited UpheldInsuranceDRN-2770401 The complaint Mr T complains, on behalf of his group of companies that I will refer to as H, that Jelf Insurance Brokers Limited provided him with misleading information about H’s insurance policy. And this led to H being underinsured. What happened Mr T is the director of a g... (5 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 -
Decision Reference DRN-4676589
1 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4676589 The complaint Mr and Mrs A are unhappy that AXA Insurance UK Plc is seeking to proportionately reduce the settlement they are due under a claim they made for subsidence damage to their home. What happened Mr and Mrs A held a home insurance policy with AXA which was incepted in... (4 pages)View decision -
Decision Reference DRN0226231
19 Feb 2020 Barbon Insurance Group Limited Not upheldInsurance (excluding PPI)Mr I complains about a landlord insurance policy that Barbon Insurance Group Limited sold to him. He’s unhappy the policy didn’t cover his loss of rent when he claimed for damage caused by his tenants.backgroundMr I took out a landlord insurance policy through Letsure Limited, which later ... (6 pages)View decision -
Decision Reference DRN7168705
27 Nov 2017 The Society of Lloyd's UpheldInsurance (excluding PPI)Mrs and Mr H are unhappy that The Society of Lloyd’s (SoL) haven’t reconsidered their building insurance claim in light of new evidence they’ve provided. backgroundMrs and Mr H originally complained to SoL in 2 015. P art o f t h e c o m pla in t w as that it wouldn’t ... (4 pages)View decision -
Decision Reference DRN-3539669
26 Sep 2022 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3539669 The complaint Mrs M complains that Accredited Insurance (Europe) Ltd declined her claim and subsequently voided her home insurance policy for misrepresentation. What happened Mrs M had home insurance with Accredited. In April 2021, she made a claim when a water tank burst and f... (3 pages)View decision
