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 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-4412235
20 Oct 2023 Ageas Insurance Limited UpheldInsuranceDRN-4412235 The complaint Mrs C has complained about her property insurer Ageas Insurance Limited regarding a claim she made when her home was flooded and it said she was under insured. What happened Mrs C’s property was flooded in October 2021. Ageas appointed a loss adjuster who visited ... (5 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 DRN6633115
8 Jan 2020 Millennium Insurance Company Limited UpheldInsurance (excluding PPI)Mr and Mrs P complain that Millennium Insurance Company Limited didn’t settle their claim in full under their buildings insurance because, it said, they were underinsured.backgroundI attach a copy of the provisional decision I sent to the parties on 17 December 2019. In that decision I exp... (5 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 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 DRN-5488342
22 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5488342 The complaint Mr and Mrs A complain about the amount AXA Insurance UK Plc has offered to settle a claim made on their buildings insurance policy. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, ... (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
