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 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-5298736
31 Jan 2025 Wakam UpheldInsuranceDRN-5298736 The complaint Mrs L complains that Wakam avoided her home insurance policy and declined her claim for damage to her property and stolen valuables when her home was burgled. Reference to Wakam includes its agents or representatives. What happened Mrs L raised a claim with W... (8 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 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 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 -
Decision Reference DRN7975437
27 Dec 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M are unhappy that Ageas Insurance Limited has reduced the pay-out for their home insurance claim for water damage because their property was underinsured. background In September 2017 Mr and Mrs M made a claim to Ageas for water damage following a water ... (2 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 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-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
