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 DRN4496599
20 Jul 2015 Liverpool Victoria Insurance Company Limited UpheldInsurance (excluding PPI)The delays in dealing with Mr C’s home insurance claim (including those caused by the loss adjuster’s opinion that the property was underinsured), which led to Mr C suffering losses that Liverpool Victoria Insurance Company Limited did not allow for in its claim se... (3 pages)View decision -
Decision Reference DRN-5552429
20 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5552429 The complaint The trustees of a trust, which I will refer to as T, complain about the handling and settlement of T’s commercial insurance claim by Royal & Sun Alliance Insurance Limited (RSA). What happened The following is intended as a brief summary only. Additionally,... (3 pages)View decision -
Decision Reference DRN-3134892
17 Dec 2021 AXA Insurance UK Plc UpheldInsuranceDRN-3134892 The complaint Mr L complains about how AXA Insurance UK Plc settled his claim on his commercial insurance policy. What happened Mr L had a smallholders and landowners insurance policy with AXA to cover his farm and outbuildings. In November 2020 there was a fire in an outbuildi... (3 pages)View decision -
Decision Reference DRN-4176336
3 Aug 2023 AXA Insurance UK Plc Not upheldInsuranceDRN-4176336 The complaint O, a company, complains about a claim it made on its AXA Insurance UK Plc commercial insurance policy. The complaint is brought by Mr B, a Director of O, on O’s behalf. What happened The details of this complaint are well known to both parties, so I won’t repeat t... (3 pages)View decision -
Decision Reference DRN0145602
26 Jun 2020 China Taiping Insurance (UK) Co Ltd UpheldInsurance (excluding PPI)Mr and Mrs L are unhappy that China Taiping Insurance (UK) Co Ltd won’t pay their full home insurance claim for water damage as it said they had underinsured their property.backgroundIn September 2018 Mr and Mrs L made a claim to China Taiping after their property was damaged by a water le... (3 pages)View decision -
Decision Reference DRN-4520780
19 Dec 2023 AXA Insurance UK Plc Not upheldInsuranceDRN-4520780 The complaint H (a Limited Company) complains that AXA Insurance UK Plc took too long to settle its insurance claim. It’s also unhappy with the amount they offered. What happened H had a property which was rented out as several flats. AXA provided the insurance for it, along wi... (5 pages)View decision -
Decision Reference DRN-5337102
28 Feb 2025 MS Amlin Insurance SE UpheldInsuranceDRN-5337102 The complaint A limited company, which I will refer to as H, complains about the handling and settlement of its commercial property insurance claim by MS Amlin Insurance SE. What happened Both parties are aware of the circumstances of this complaint, so the following is inte... (8 pages)View decision -
Decision Reference DRN-3757384
21 Dec 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3757384 The complaint Mrs L and a company that I’ll refer to as E are trustees of a trust which I’ll refer to as L. The trustees have complained that AXA Insurance Plc unfairly reduced the settlement on L’s commercial property insurance claim due to the property being underinsured. Mr ... (6 pages)View decision -
Decision Reference DRN-3043944
29 Sep 2021 Royal & Sun Alliance Insurance Plc UpheldInsuranceDRN-3043944 The complaint Mr K complains about how Royal & Sun Alliance Insurance Plc trading as More Th>n (RSA) dealt with a claim under his home insurance policy. What happened I set out the background to this complaint and my initial findings in my provisional decision a copy of ... (10 pages)View decision -
Decision Reference DRN-5697427
16 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5697427 The complaint Mr M complains about AXA Insurance UK Plc’s (‘AXA’) handling of a claim made on his home insurance policy after his home was destroyed in a fire. References to AXA include its agents. What happened The events of this claim will be well known to both parties, ... (6 pages)View decision
