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 DRN-3474583
13 May 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3474583 The complaint Mr D and Mr A have complained about Fairmead Insurance Limited as two claims on the policy Mr D holds with it haven’t been accepted or settled, and Fairmead says that if they are, settlement will be proportional because the property is underinsured. I am aware tha... (6 pages)View decision -
Decision Reference DRN-5811592
8 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5811592 The complaint Mr G has complained about his contents insurer AXA Insurance UK Plc because it has declined his claim for items missing and damaged after the local housing association mistakenly cleared his locked storage area. What happened Mr G had items in a locked storage... (3 pages)View decision -
Decision Reference DRN2573116
30 Nov 2015 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr and Mrs G complain about the settlement of their burglary claim by Royal & Sun Alliance Insurance Plc (RSA).backgroundMr and Mrs G had home insurance on a rental property they owned. In 2014, they made a claim for damage caused when the property was broken int... (3 pages)View decision -
Decision Reference DRN-4398988
13 Oct 2023 AXA Insurance UK Plc Not upheldInsuranceDRN-4398988 The complaint X complains about AXA Insurance UK Plc’s (AXA) handling of a subsidence claim made under a block insurance policy which covers a property they rent out. X says AXA’s poor service and claim handling has resulted in financial losses, including loss of rental income.... (11 pages)View decision -
Decision Reference DRN7570350
30 Mar 2016 The Society of Lloyd's UpheldInsurance (excluding PPI)Mr D complains about the settlement he was offered by Society of Lloyd’s (“Lloyd’s”) following a claim on his buildings insurance policy.backgroundMr D’s original claim under his buildings insurance was for an escape of water in December 2010. That claim subsequently t... (5 pages)View decision -
Decision Reference DRN0940775
5 Aug 2014 UK Insurance Limited Not upheldInsurance (excluding PPI)This complaint is about UK Insurance Limited’s (UKI’s) handling of Miss B’s claim on her household insurance policy, following a burglary at her home in January 2011. background After Miss B’s home was burgled she submitted a claim on her policy for damage to the building caused duri... (2 pages)View decision -
Decision Reference DRN7975437
27 Dec 2018 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr and Mrs M are unhappy that Ageas Insurance Limited has reduced the pay-out for their home insurance claim for water damage because their property was underinsured. background In September 2017 Mr and Mrs M made a claim to Ageas for water damage following a water ... (2 pages)View decision -
Decision Reference DRN4360636
24 Mar 2018 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr L complains on behalf of his business that AXA Insurance UK Plc hasn’t fully compensated him under his landlord building insurance policy for loss of rent following a fire at his property which he lets out.backgroundA fire in April 2015 was notified to AXA t... (2 pages)View decision -
Decision Reference DRN-2136060
2 Sep 2020 U K Insurance Limited Not upheldInsuranceDRN-2136060The complaintMr K complains that U K Insurance Limited (UKI) has not fairly settled a claim under hislandlord insurance policy.What happenedI issued a provisional decision explaining why I wasn’t minded to uphold Mr K’s complaint. In that decision I set out the background as fol... (3 pages)View decision -
Decision Reference DRN2370689
15 Jul 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)This complaint concerns the amount AXA Insurance UK Plc has offered to settle Mr L’s claim under his commercial buildings insurance policy. Mr L is also unhappy with the time taken to settle the claim and legal costs he has had to pay in pursuit of it.Mr L is a one of four partners i... (3 pages)View decision