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 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 DRN0940775
5 Aug 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)This complaint is about UK Insurance Limited’s (UKI’s) handling of Miss B’s claim on her household insurance policy, following a burglary at her home in January 2011. background After Miss B’s home was burgled she submitted a claim on her policy for damage to the building caused duri... (2 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 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-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 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 -
Decision Reference DRN3968738
24 Jul 2015 Allianz Insurance Plc UpheldInsurance (excluding PPI)Mr L as a director of T is unhappy that Allianz Insurance Plc will only settle a part of their claim for theft under their commercial policy. This is because the stock was underinsured.backgroundIn August 2013, T’s premises were broken into and a number of items ... (2 pages)View decision -
Decision Reference DRN-4543395
9 Jan 2024 BISL Limited UpheldInsuranceDRN-4543395 The complaint Mrs C has complained that BISL Limited (BISL) mis-sold her a home insurance policy. What happened Mrs C looked for a new insurance policy on a price comparison website. She selected a policy and was directed to BISL’s website to complete the purchase. Mrs C later ... (7 pages)View decision -
Decision Reference DRN-5064369
18 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5064369 The complaint Miss G and Mr J complain about the poor standard of service they received from esure Insurance Limited (esure) following a claim they made for an escape of water, under their home buildings insurance policy. I’ll refer to Mr J for ease in my decision. What ha... (5 pages)View decision
