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 410 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-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-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-3304376
31 Mar 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3304376 The complaint Mr and Mrs G are unhappy with how AXA Insurance UK Plc (‘AXA’) dealt with a claim they made on their home insurance policy. They say AXA has only offered to proportionately settle the buildings part of this claim. AXA are the underwriters of this insurance policy.... (6 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-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-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 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-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