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
-
Decision Reference DRN-3411987
18 Aug 2022 Ecclesiastical Insurance Office Plc UpheldInsuranceDRN-3411987 The complaint Mrs S is unhappy that Ecclesiastical Insurance Office Plc has avoided her home insurance policy and declined a claim she made. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the key points: Mrs S has been using an independe... (5 pages)View decision -
Decision Reference DRN-5655303
30 Jun 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5655303 The complaint Mrs W complains about how Zurich Insurance Company Ltd responded to her property insurance claim. Zurich’s been represented for the claim at points. For simplicity in places I’ve referred to the representative’s actions as being Zurich’s own. For the same reas... (11 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 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 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-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 DRN-5699449
13 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5699449 The complaint Ms C complaints that AXA Insurance UK Plc (‘AXA’) intends to reduce the amount they will pay for a claim she made on her home insurance policy. What happened Ms C originally took out a home insurance policy underwritten by AXA in July 2021. The policy subseque... (8 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 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