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 396 results
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Decision Reference DRN5025558
27 Mar 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mr and Mrs C are unhappy that Tesco Underwriting Limited declined their theft claim and voided their policy following the discovery that Mr and Mrs C were under-insured. In addition, Tesco have asked for payment for the costs it incurred in employing a loss adjuster to consider the cl... (5 pages)View decision -
Decision Reference DRN-5494761
27 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5494761 The complaint Mr W complains about U K Insurance Limited trading as NIG’s settlement of a claim made under his farm insurance policy after a storm caused damage to his home and farm buildings. What happened The background to this complaint is well known to both parties, so I... (5 pages)View decision -
Decision Reference DRN-5434522
11 Jun 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5434522 The complaint Mrs P complains that Liverpool Victoria Insurance Company Limited (LV) avoided her home insurance policy, and declined her claim, following her home being burgled. Reference to Mrs P and LV includes their respective agents and/or representatives. What happene... (5 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 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 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 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-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-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
