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 353 results
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Decision Reference DRN1261462
16 May 2013 Blenheim Park Limited UpheldInsurance (excluding PPI)Mr and Mrs L’s complaint concerns their overseas property. They believe that Intasure paid the insurance consortium, which covers extraordinary risks, such as flood or earthquake, an incorrect tax payment at the time of their claim which meant that they were underinsured at the time of ... (4 pages)View decision -
Decision Reference DRN-4425292
31 Oct 2023 Liberty Mutual Insurance Europe SE Not upheldInsuranceDRN-4425292 The complaint Mr A complains that Liberty Mutual Insurance Europe SE (“Liberty”) has unfairly settled a claim under a landlord policy using an average clause. Any reference to Mr A or Liberty includes any representatives or respective agents. What happened The background to thi... (3 pages)View decision -
Decision Reference DRN0509725
12 Nov 2015 Congregational & General Insurance Public Limited Company UpheldInsurance (excluding PPI)Mr L is unhappy that Congregational & General Insurance Public Limited Company (“C & G”)reduced his settlement for an arson claim, as his buildings were underinsured.backgroundThe background to this matter is set out in my provisional decision. A copy is atta... (5 pages)View decision -
Decision Reference DRN-4917251
14 Nov 2024 AXIS Specialty Europe SE UpheldInsuranceDRN-4917251 The complaint Mrs M complains about how AXIS Specialty Europe SE (‘AXIS’) handled a claim made under a commercial (holiday home) buildings insurance policy. AXIS are the underwriters (insurers) of this policy. A large part of this complaint relates to the actions of agents a... (4 pages)View decision -
Decision Reference DRN-5137247
11 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5137247 The complaint Mr and Mrs D have complained about their let property insurer Royal & Sun Alliance Insurance Limited (RSA). They feel it’s treated them unfairly after they made claims for damage after their tenant left the property. Mr and Mrs D have been represented by t... (11 pages)View decision -
Decision Reference DRN4294948
15 May 2017 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mr B are unhappy with the way that U K Insurance Limited (UKI) has reduced their claim for fire damage under their commercial farm policy.backgroundMr and Mr B suffered a fire at their farm premises. A farm building, machinery and a substantial amount of produce ... (2 pages)View decision -
Decision Reference DRN-4424830
9 May 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4424830 The complaint Mr and Mrs D complain about how Accredited Insurance (Europe) Ltd (“Accredited”) handled a claim they made on their home insurance policy following an escape of water. Accredited is the underwriter of this policy, i.e. the insurer. Part of this compla... (5 pages)View decision -
Decision Reference DRN9322193
9 Jan 2017 Teachers Assurance Company Limited Not upheldInsurance (excluding PPI)Mr and Mrs A are unhappy about the claim settlement offered by Teachers Assurance Company Limited under their home insurance policy following a fire. Mr and Mrs A appointed representatives on their behalf - H.backgroundMr and Mrs A’s empty property suffered fire da... (2 pages)View decision -
Decision Reference DRN-4810609
24 May 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4810609 The complaint Mr B and Ms B are complaining about the way Liverpool Victoria Insurance Company Limited (LV) has settled a claim they made on their buildings insurance policy. What happened Mr B and Ms B took out a buildings insurance policy through a broker to insure their high... (10 pages)View decision -
Decision Reference DRN-5069739
13 Nov 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-5069739 The complaint Mrs P is unhappy with what HCC International Insurance Company Plc did following a claim on her ‘Tenanted Property’ insurance policy. Mrs P is represented by her daughter and the complaint is brought by Mr D on her behalf. What happened In July 2023 Mrs P claim... (4 pages)View decision
