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 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 -
Decision Reference DRN4496599
20 Jul 2015 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)The delays in dealing with Mr C’s home insurance claim (including those caused by the loss adjuster’s opinion that the property was underinsured), which led to Mr C suffering losses that Liverpool Victoria Insurance Company Limited did not allow for in its claim se... (3 pages)View decision -
Decision Reference DRN-5552429
20 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5552429 The complaint The trustees of a trust, which I will refer to as T, complain about the handling and settlement of T’s commercial insurance claim by Royal & Sun Alliance Insurance Limited (RSA). What happened The following is intended as a brief summary only. Additionally,... (3 pages)View decision -
Decision Reference DRN-4176336
3 Aug 2023 AXA Insurance UK Plc Not upheldInsuranceDRN-4176336 The complaint O, a company, complains about a claim it made on its AXA Insurance UK Plc commercial insurance policy. The complaint is brought by Mr B, a Director of O, on O’s behalf. What happened The details of this complaint are well known to both parties, so I won’t repeat t... (3 pages)View decision -
Decision Reference DRN-3134892
17 Dec 2021 AXA Insurance UK Plc UpheldInsuranceDRN-3134892 The complaint Mr L complains about how AXA Insurance UK Plc settled his claim on his commercial insurance policy. What happened Mr L had a smallholders and landowners insurance policy with AXA to cover his farm and outbuildings. In November 2020 there was a fire in an outbuildi... (3 pages)View decision -
Decision Reference DRN0145602
26 Jun 2020 China Taiping Insurance (UK) Co Ltd UpheldInsurance (excluding PPI)Mr and Mrs L are unhappy that China Taiping Insurance (UK) Co Ltd won’t pay their full home insurance claim for water damage as it said they had underinsured their property.backgroundIn September 2018 Mr and Mrs L made a claim to China Taiping after their property was damaged by a water le... (3 pages)View decision -
Decision Reference DRN-4520780
19 Dec 2023 AXA Insurance UK Plc Not upheldInsuranceDRN-4520780 The complaint H (a Limited Company) complains that AXA Insurance UK Plc took too long to settle its insurance claim. It’s also unhappy with the amount they offered. What happened H had a property which was rented out as several flats. AXA provided the insurance for it, along wi... (5 pages)View decision -
Decision Reference DRN-3757384
21 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3757384 The complaint Mrs L and a company that I’ll refer to as E are trustees of a trust which I’ll refer to as L. The trustees have complained that AXA Insurance Plc unfairly reduced the settlement on L’s commercial property insurance claim due to the property being underinsured. Mr ... (6 pages)View decision
