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 DRN7602877
15 Feb 2018 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)Mr H’s complaint is about a claim he made under his Liverpool Victoria Insurance Company Limited (LV) commercial insurance policy. He is unhappy with the service he received and because LV has reduced the claim settlement amount because of underinsurance. He would als... (4 pages)View decision -
Decision Reference DRN-3902624
20 Feb 2023 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-3902624 The complaint Mr L and Mrs L complain about their broker, Advisory Insurance Brokers Limited (AIB). Their complaint is about the rebuild value of their property under their home insurance policy being less than it should have been, meaning they were underinsured. They believe A... (3 pages)View decision -
Decision Reference DRN-4298770
1 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4298770 The complaint Mr and Mrs P complain about how Royal & Sun Alliance Insurance Limited (‘RSA’) settled their home insurance claim. RSA are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As RSA accept they are... (5 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-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 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 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 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-4470051
18 Mar 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4470051 The complaint Mr D complains about Accelerant Insurance Europe SA/NV’s (“Accelerant”) handling of his claim under his home insurance policy. In particular, he complains they incorrectly raised an underinsurance dispute and this leading to the repairs being delayed. He also says... (5 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
