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 410 results
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Decision Reference DRN3849035
5 Apr 2016 Allianz Insurance Plc UpheldInsurance (excluding PPI)T’s complaint is about the way Allianz Insurance Plc handled and settled its claim for fire damage under its Complete Property Owner policy. backgroundA fire caused extensive damage to T’s premises. When T claimed it became clear that it was underinsured under its buildi... (2 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 DRN1931757
16 Mar 2016 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs G are unhappy with the deduction for under-insurance Aviva Insurance Limited (“Aviva”) has made on its cash settlement of their buildings claim.backgroundI’ve attached my second provisional decision from February 2016. It forms part of this final decision. In... (3 pages)View decision -
Decision Reference DRN-5488350
22 Apr 2025 Cia Insurance Services Limited UpheldInsuranceDRN-5488350 The complaint Mr and Mrs A complain that Cia Insurance Service Limited mis-sold them a buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr and Mrs A took out buildings insurance for a rent... (5 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 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-5852496
10 Dec 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5852496 The complaint Mr C complains that AmTrust Specialty Limited (“AmTrust”) has unfairly handled a claim made under his home insurance policy. Any reference to Mr C or AmTrust includes the actions of any respective agents or representatives. What happened The background of this ... (4 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 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